spotIndustry
Languages
Polish · English · German
Modules
Integrations
WooCommerce
Before AskSpot
A patented formula, three scientists, and an office that closes at five
Moliv is not a brand anyone buys on a photograph. The creams carry live Lactobacillus plantarum cultures in a patented 3P formula — probiotics, prebiotics and postbiotics — worked out over two years in a laboratory by the three scientists who founded the company. That is the entire proposition, and it is also the entire problem: nobody buys it until somebody explains it.
The people who could explain it were the founders, and the desk in Kraków is open Monday to Friday, 09:00 to 17:00. The questions are not. They arrive at one in the morning and at eleven at night, in Polish, English and German, and they are rarely short — a shopper gives her age, her skin type and the retinal already in her evening routine before she asks anything at all. Answering each one properly was a consultation the team did not have the hours for.
Customer service desk
Mon–Fri, 09–17
Outside those hours
e-mail only
Expert advice came from
the founders
Questions that repeat most
ingredients & how to use
Rollout
How they rolled it out
One module, one storefront, and three things to get right before an agent can answer a skincare question properly: the catalogue, the science behind it, and the three languages it is sold in.
Step 01
WooCommerce Catalogue Sync
Every product, and who it is for
A short catalogue, and that is exactly what makes it hard: four face creams that look nearly identical on a shelf, a repair serum, the oil-gel cleanser in two sizes, the TRY ME BOX of 2 ml testers and a body peeling. The WooCommerce store already files them by skin type, so the agent files them the same way.
What shoppers ask
- What is the difference between the nourishing and the regenerating cream?
- How long does one of the creams in the box last?
- Which cream is best for mature skin?
Step 02
Formula Knowledge Base
The science, and where it stops
The 3P formula, the live Lactobacillus plantarum cultures and their GRAS status went into the knowledge base so the agent can explain them in plain language. So did the limits: it does not hold the full INCI list and says so rather than guessing, and a pregnancy question goes back to the shopper’s own doctor, because Moliv has run no studies there.
What shoppers ask
- Can I combine this cream with a copper peptide serum?
- Can I use the nourishing cream while pregnant?
- Can I put it straight on top of retinal?
Step 03
Three Languages on One Storefront
Polish, English and German at the same address
molivcosmetics.com sells in all three languages from a single domain, so there is no market to route anyone to — the agent answers in whichever language the question arrived in. Polish is the bulk of it. The English and German conversations are a small, real share that nobody was ever on shift for.
What shoppers ask
- Kannst du mir ein Peeling empfehlen?
- Do you ship abroad?
- Which cream for combination skin that keeps breaking out?
From real conversations
What Moliv shoppers actually ask
Three quarters of everything asked is a consultation: what is in it, how do I use it alongside what I already use, and which one is right for my skin. Shoppers write briefs, not queries — age, condition and the actives already in the routine, unprompted. And one question in four is about stock, because the brand's hero cream spent much of this window waiting on a raw material.
About 8 messages per conversation · 64% arriving outside business hours · 8 s average first response.
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