spotIndustry
Scale
16,000 sports and outdoor products
Modules
Helpdesk
Freshdesk
Results
Key results
Measured in AskSpot across 6,202 chats over 30 days — what the agent does for the basket, and how much of the queue it closes on its own.
17%
of chats fill a basket
1.4
items in an average chat basket
46%
product recommendation click-through
88%
of chats resolved with no human
Before AskSpot
A summer catalogue, and the same questions every time
Sport-Shop sells gear that people buy for a specific weekend. A lounger, a tent, a pool pump or a set of beach chairs is ordered on Thursday for Saturday — so the questions that decide the sale are always the same two: will it arrive in time, and will it actually fit?
Both are questions a catalogue page struggles to answer. Whether a 50×150 cushion fits a particular lounger, what the insole length of a size 43 is, or whether a mat holds up on a stony beach are details a shopper wants confirmed by someone before paying. Demand also peaks hard in season, and the evenings and weekends when people plan a trip are exactly when nobody is on the other end.
Cover outside opening hours
none
Questions that repeat most
delivery & fit
Demand pattern
seasonal peaks
Queues to staff
chat & e-mail
Rollout
How they rolled it out
Storefront advice first, because that is where the sale is won; then live order data, because status questions are a fifth 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 range went in, own-brand Outtec included, so the agent can compare two loungers or two chairs and say which suits the surface, the weight and the budget.
What shoppers ask
- I’d like a lounger for sunbathing — any advice?
- Is this mat any good on a stony beach?
- I want a cross-trainer, mains-powered, under €185
Step 02
Order API Integration
Delivery dates and order status
Order status alone is 21.8% of everything asked on chat, and cut-off times decide whether a parcel makes the weekend — so both come from live data, not a policy page.
What shoppers ask
- If I order today, will it be in the parcel locker by Saturday?
- When will my parcel reach me?
- Can I collect the order from the shop myself?
Step 03
Freshdesk Integration
The post-sale email queue
9,617 tickets a month joined the same catalogue and order data, so a refund rule or a delivery cut-off only has to be right once to be right in both channels.
What shoppers ask
- When will I get the refund for the lounger I sent back?
- Three carry straps are missing from the mat
- Can I drop the return off at your warehouse myself?
From real conversations
What Sport-Shop shoppers actually ask
Delivery and physical fit decide a summer purchase. "When will it arrive?" leads everything, and specs — weight, dimensions, size, what surface it works on — come a close second. Together they are well over half of every pre-sale question.
Based on 6,198 tagged conversations over 30 days · about 8 messages each · 44% arriving outside business hours.
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See every story
Every merchant we have measured — what shoppers asked, what the agent did, and the numbers it moved.
Browse them all →