spotIndustry
Scale
2,200 supplements in the bio range
Modules
Integrations
Custom integration · Freshdesk · Allegro
Results
Key results for a sports-supplements store
Measured in AskSpot over 30 days – what the agent does for the basket, and how much of the queue it closes on its own.
26.2%
of chats fill a basket
3.1
items in an average chat basket
56%
product recommendation click-through
63%
of chats resolved
“AskSpot is a genuine asset to our customer support team. It efficiently takes over routine inquiries via chat and email, freeing up our agents to concentrate on more challenging matters. As a result, customers enjoy prompt, clear and consistent responses, which has noticeably enhanced both their experience and our overall service quality.”
Before AskSpot
A wall of supplements, and a shopper who needs a person to choose
SFD’s range runs to thousands of supplements – from different forms of creatine and proteins matched to specific diets, to advanced pre-workout formulas. Even with a clear goal, whether cutting fat or building mass, the shopper still has to settle which product, in which form and at which dose actually fits. A standard category page simply doesn’t answer that.
The other half is operational: where an order is, whether it will make the InPost cut-off, how a discount code stacks with loyalty points. Most of it comes in the evenings, at weekends and around training hours – exactly when the phone line is closed. And a slice of it is health-adjacent, where the responsible answer is sometimes not to answer at all.
Cover outside opening hours
none
Questions that repeat most
product choice & delivery
Peak enquiry time
evenings & weekends
Queues to staff
chat & Freshdesk email
Rollout
How SFD rolled out AI chat and a Freshdesk inbox
Storefront advice first, because that is where the sale is won; then live order data, because delivery and status are a third of everything asked; then the email queue, so the same answers serve both channels.
Step 01
Catalogue & Stock Sync
Pre-sale advice on the storefront
The full bio range went in – Allnutrition, SFD Nutrition and Alldeynn – so the agent can weigh a monohydrate against a malate, read a label for what a pre-workout actually contains, and filter by diet such as gluten-free. Where a question turns medical, it says so and points to a specialist rather than guessing.
What shoppers ask
- I want creatine but I don’t know which one
- Does Redox Hardcore 2.0 contain omega-3?
- Gluten-free products safe for celiac?
Step 02
Order API Integration
Delivery dates and order status
Delivery terms and order status are more than a third of everything asked, and the InPost cut-off decides whether a parcel ships today – so both come from live order data, not a policy page.
What shoppers ask
- Order before 6 pm – will InPost arrive tomorrow?
- When will my order arrive?
- Can I still change the delivery address?
Step 03
Freshdesk Integration
The post-sale email queue
The inbox queue joined the same catalogue and order data, so a returns rule or a delivery cut-off only has to be right once to be right on chat and in the inbox – answered in the customer’s language, SFD’s foreign markets included.
What shoppers ask
- When will my order from 14 July be dispatched?
- I need a VAT invoice for my order
- Sent my return two weeks ago, still no refund
Around the clock
Your busiest hours aren't nine to five
Each bar is the share of chats by hour of day, in local time. The shaded window is when a typical team is at their desks. Everything outside it is the agent working a shift no one else is on.
From real conversations
What SFD shoppers actually ask
Two things shape a supplement sale: which product fits the goal, and when it turns up. Choosing between a monohydrate and a malate, checking what's in a pre-workout, or asking whether a protein suits a teenager is the single biggest slice – and delivery terms and order status make up most of the rest.
Based on tagged conversations over 30 days · about 10 messages each · 58% arriving outside business hours.
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