spotIndustry
Scale
5M visits · 100,000 orders a month
Modules
Years on market
20
Reported by Morele.net
The outcome
FAQ, order and advisory automation — with customer satisfaction intact.
−90%
reduction in customer service costs
50 → 5
agents on the support team
90%
customer satisfaction level
< 5 min
average response time
“AskSpot is a revolutionary solution for us. We provide our customers with the key information they need instantly while simultaneously reducing the workload of customer service.”
Before AskSpot
5 million visits, 100,000 orders — and questions that keep repeating
Morele.net handles tens of thousands of inquiries a month across IT and electronics. A large share are routine — order status, invoice, return — but a significant group needs expert technical knowledge: configuration advice, component compatibility, comparisons.
Running a 50-person support team was expensive, and response times grew during traffic peaks. Selling on Allegro alongside the store added a second queue, where buyers ask the same product questions against a listing rather than a product page.
Support agents
50
Inquiries that were repetitive
40%
Queues to staff
2
Response times at peak
rising
Rollout
How they rolled it out
Three phases, in order of how much work each removed: the most repetitive inquiries first, then technical advice, then the marketplace queue — all against the same catalog and the same internal systems.
Step 01
Order API integration
Everyday order questions
The highest-volume cases went first, so answers come from live data rather than a knowledge base.
What shoppers ask
- What’s the status of my order?
- I want to return this
- Will it be a VAT-margin invoice?
Step 02
Q&A archive training
Technical product advice
The questions that used to need a specialist, answered from Morele.net’s own archive of resolved cases.
What shoppers ask
- Is this CPU compatible?
- Will Blender run on it?
- How many cores does it have?
Step 03
Allegro integration
Marketplace buyer messages
Buyer questions from listings across two seller accounts joined the same queue, answered from the same catalog — so a spec only has to be right once.
What shoppers ask
- What’s in the set?
- Is the product unused?
- Is it complete?
From real conversations
What Morele.net shoppers actually ask
Product search and advice leads every other topic. Specs, compatibility and comparisons together make up about a fifth of tagged chats — the expert questions that used to need a specialist.
Based on 35,281 tagged conversations over 30 days · about 8 messages each · 44% arriving outside business hours.
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See every story
Every merchant we have measured — what shoppers asked, what the agent did, and the numbers it moved.
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