spotIndustry
Catalog
2,216 supplements in the bio range
Modules
Helpdesk
Freshdesk
Results
Key results
Measured in AskSpot across 1,709 chats over 30 days — what the agent does for the basket, and how much of the queue it closes on its own.
26%
of chats fill a basket
3.1
items in an average chat basket
56%
product recommendation click-through
73%
of chats resolved with no human
“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 sells thousands of supplements that all promise something — a shelf of creatines, proteins split by goal and by diet, pre-workouts that read like a chemistry set. A shopper who already knows they want to cut fat or add muscle still has to work out which product, in which form, at which dose actually fits — and that is exactly the question a category page answers badly.
The other half is logistics and rules: where an order is, whether it makes the InPost cut-off, how a discount code stacks with loyalty points. Demand runs into the evening and the weekend, around training — precisely when the phone line and the inbox are shut. 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 they rolled it out
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
2,532 tickets a month 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
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 1,706 tagged conversations over 30 days · about 10 messages each · 58% arriving outside business hours.
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