Revolutionizing Customer Service at Morele.net

Case Study: Revolutionizing Customer Service at Morele.net with AskSpot

Background

Morele.net is Poland's leading e-commerce platform for IT products, consumer electronics, and computer peripherals. With over 5 million unique visitors monthly, 100,000 high-value orders processed every month, and 20 years of experience in the market, Morele.net is a trusted name for Polish consumers. Renowned for its extensive product catalog and technical expertise, Morele.net serves a vast customer base with diverse needs, particularly around technical advice like computer assembly and configuration.

Despite its success, the company faced a critical challenge: its advisory and customer service team of 50 was struggling to efficiently manage tens of thousands of inquiries monthly, ranging from order updates to highly specialized technical questions. Balancing cost efficiency while maintaining high customer satisfaction was becoming increasingly difficult.

The Challenge

Morele.net identified two significant issues:

1. Over 40% of customer inquiries involved repetitive topics like order tracking, returns, or basic product advice—tasks that could potentially be automated.
2. Customers often needed detailed, expert-level advice on technical matters, such as assembling custom PC configurations, which required highly skilled agents.

These challenges led to long response times, high operational costs, and inconsistent customer experiences.

The Solution: AskSpot Integration

Morele.net turned to AskSpot, an AI-powered e-commerce assistant, to overhaul its customer service operations. The implementation focused on two key areas:

• Automating Repetitive Inquiries: Using AskSpot's advanced NLP and integration with Morele.net's APIs, the chatbot handled FAQs, order tracking, and return policies with 24/7 availability.
• Expert-Level Advisory: Powered by OpenAI’s language models, AskSpot provided real-time, personalized advice on technical queries. This included leveraging historical Q&A data and fine-tuning responses based on customer feedback.

Additionally, AskSpot facilitated a self-service "Ask the Expert" feature on product pages, empowering customers to get instant, precise answers without needing to contact human agents.

Results

The implementation of AskSpot delivered transformative results:

1. Efficiency Gains: Morele.net reduced its customer service headcount from 50 to just 5.
2. Cost Savings: Significant reduction in operational costs due to automation.
3. Improved Customer Experience:
   • Response times dropped to under 5 minutes, 24/7.
   • Customer satisfaction scores (CSAT) soared to 90%, with feedback highlighting the speed and accuracy of responses.
4. Increased Scalability: With AskSpot managing routine queries, the remaining human agents focused on complex cases, enhancing productivity and job satisfaction.

“AskSpot is a revolutionary solution for us. It allows us to deliver critical information to our customers instantly while simultaneously reducing the workload of our customer service team.” – comments Dariusz Jodziewicz, Quality Director at Morele.net.

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Key Features That Drove Success

1. Seamless Integration: AskSpot’s plug-and-play API integrated effortlessly with Morele.net’s existing systems, ensuring smooth data flow for order tracking, returns, and product data.
2. Continuous Learning: The chatbot’s reinforcement learning capabilities allowed it to improve over time, adapting to new categories and refining its responses.
3. Community Engagement: Morele.net also introduced a community-driven Q&A platform. Gamified participation encouraged users to answer questions, further enriching the AI model with high-quality content.

Conclusion

By partnering with AskSpot, Morele.net achieved what seemed impossible: delivering exceptional customer service while drastically reducing costs. The results demonstrate that AI-powered solutions like AskSpot can not only improve efficiency but also elevate the overall customer experience.

Next Steps

AskSpot continues to support Morele.net as the company explores additional use cases, such as personalized upselling and enhanced product search, ensuring its position as a leader in Poland's competitive e-commerce landscape.

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