spotIndustry
Markets
4 storefronts: PL · CZ · HR · DE
Modules
Platform
Shopify
Helpdesk
Thulium
Before AskSpot
A subscription is a shipment, and every shipment is a question
Nutridome sells collagen, magnesium, make-up and hair care on a recurring order. That is a good business to be in and a heavy one to support: a renewal goes out whether or not the customer was thinking about it, and each one raises the same three questions — when is it coming, can I change it, can I stop it. None of them can wait a day for an answer.
The customer-service desk is open on weekdays, 08:00 to 16:00. Supplements are bought in the evening and on Sundays, and the shop also sells into Czechia, Croatia and Germany — so a fair share of the queue arrived when nobody was on shift, sometimes in a language nobody on that shift read. Two separate queues had to be staffed to catch it: the chat on the storefront and the e-mail landing in Thulium.
Customer service desk
Mon–Fri, 08–16
Cover outside those hours
none
Questions that repeat most
delivery & order status
Subscription changes
handled by hand
Rollout
How they rolled it out
Storefront advice first, so the catalogue can answer a health question properly. Then the e-mail queue, so one policy answer serves both channels. Then the order-tracking page — the newest of the three, and now the single busiest place the agent runs.
Step 01
Shopify Catalogue Sync
Advice on the storefront
Just under 2,000 products went in — own-brand supplements next to Paese make-up and Twisty curly-hair care — so the agent can match a shade, or say what a capsule is for, from the same catalogue in four languages.
What shoppers ask
- Does the collagen powder contain biotin and hyaluronic acid?
- Which lipstick shade is the most natural?
- Can I take the slimming capsules alongside the water-retention ones?
Step 02
Thulium Integration
The post-sale e-mail queue
3,408 tickets over 60 days joined the same order data as the chat. Subscription cancellations are the single most distinctive thing in this queue, and they now get the same answer in writing that the chat gives on the site.
What shoppers ask
- I’d like to cancel my hyaluronic acid subscription
- When will order #100204 be dispatched?
- Is there a discount code for signing up to the newsletter?
Step 03
Agent on the Order-Tracking Page
Answering where the question is asked
The widget was added to Nutridome’s Shopify tracking page, where the order is already identified by the link the customer clicked. It is now 44% of all chat and resolves 89% with no human — the best rate anywhere on the account.
What shoppers ask
- My shipment has been put on hold — why?
- Can I redirect the parcel?
- I don’t want any more supplements — how do I edit the order?
From real conversations
What Nutridome shoppers actually ask
Nutridome's chat is a post-purchase desk before it is a sales desk. Delivery terms and order status together are more than half of every tagged conversation — and a subscription programme is why: a recurring order raises a question every time it renews.
Based on 992 tagged conversations over 60 days · about 9 messages each · 49% arriving outside business hours · 5 s median first response.
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