spotIndustry
Markets
4 storefronts: LT · LV · EE · FI
Channels
Web + native apps
Modules
“We have been impressed by how AskSpot delivers a seamless experience for our customers while remaining incredibly intuitive for our own team to manage.
Beyond the ease of use, the detailed analytics and reports are of enormous value — they help us make better decisions around customer satisfaction. Behind AskSpot stands a team that puts innovation first and keeps developing the product to match changing business needs.”
Before AskSpot
A catalog too big to browse, in more languages than storefronts
PHH Group runs the Baltic and Finnish marketplaces — pigu.lt, 220.lv, kaup24.ee and hobbyhall.fi — selling electronics, home, garden, toys, fashion and books, from its own warehouse and from third-party sellers. A shopper who arrives wanting a hair dryer with a large diffuser, under €45, for the curly-girl method is not going to find it by browsing.
Behind that sits the long tail only a marketplace generates: orders split across sellers into separate parcels, loyalty credit that works on some items and not others, instalment flows, parcel lockers. It arrives in Lithuanian, Latvian, Estonian and Finnish — and for nearly one shopper in five, in Russian, on a storefront whose own language is something else. Nearly half comes through the mobile apps, and 43% lands outside office hours.
Marketplaces to cover
4
Chats a month
56,000
Arriving in the app
43%
Opening in Russian
19%
Rollout
How they rolled it out
One module, three surfaces: discovery across the four catalogs first, then the same agent inside the native apps, then live order data so the conversation survives past the sale.
Step 01
Four catalogs, four languages
Discovery is 30% of the job
The agent went live on all four storefronts, each with its own name and language. It narrows a vague request into a shortlist — and when a shopper writes in Russian on the Estonian or Latvian store, it answers in Russian without being asked.
What shoppers ask
- Recommend wireless headphones, mid range
- Мне нужен фен с диффузором до 45 евро
- Listing says 100 cm, description says 80 cm
Step 02
Inside the mobile apps
43% of all conversations
The same agent was embedded in the group’s native apps, not just the websites. That is now where nearly half of all conversations happen — same catalog, same order data, same answers, on the surface most marketplace shoppers actually use.
What shoppers ask
- Where is my parcel?
- I never got the locker code
- Is this back in stock yet?
Step 03
Orders, sellers & loyalty
The marketplace long tail
Live order data closed the loop on the questions only a marketplace generates: an order split across two sellers into two parcels, loyalty credit that applies to some items and not others, an instalment flow that pre-fills the wrong account. Damage claims still go to a person — with the whole thread attached.
What shoppers ask
- Why can’t I spend my store credit?
- Instalments picked the wrong account
- My parcel arrived damaged
From real conversations
What PHH Group shoppers actually ask
A third of every conversation is discovery — help me find the right thing in a catalog too big to browse. The rest is the long post-sale tail that third-party sellers, split parcels, loyalty credit and instalments generate.
Based on 56,042 tagged conversations over 30 days · about 8 messages each · 43% arriving outside business hours · 19% opening in Russian.
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