spotIndustry
Scale
Ships across the EU, UK, US & South America · 6+ languages · since 2006
Modules
Integration
Freshdesk
Before AskSpot
A technical shop, an international audience, one email queue
Taiwangun has sold airsoft since 2006 to players who are all over the map — a Polish core, a large English-speaking following, and steady French, Spanish, German and Italian buyers, with the occasional order bound for Canada or South Africa. A replica is bought on its specifications and used hard, so the questions that follow are technical, and they do not keep office hours.
Support is email, in Freshdesk, and before AskSpot every message was opened and sorted by a person: the genuine “where is my order” and “will this magazine fit” sitting next to a wall of B2B supplier pitches, often in a language the person on shift did not read. Outside weekday hours nothing moved — and more than half of the queue was never in Polish to begin with.
Support channel
Email (Freshdesk)
Cover outside office hours
none
Languages arriving
6+, half not Polish
First read on every email
by hand
Rollout
How they rolled it out
One module, brought up in three moves: connect the queue, teach it the catalogue and the policies, then let it take the first read on every email — in the language the email arrived in.
Step 01
Freshdesk Integration
The email queue
The agent was connected to Taiwangun’s Freshdesk and now reads every message the moment it lands — 4,697 over two months, from a standing start and still climbing month on month.
What customers write
- I placed an order but still have no shipping confirmation — when does it go out?
- DPD says my address couldn’t be found and told me to contact you.
- Where is my parcel? It’s been stuck in transit for three days.
Step 02
Trained on the Catalogue & Policies
Answers from the shop’s own data
The airsoft catalogue went in alongside the warranty, returns and shipping rules, so the agent can say whether a mount fits, what strength spring is in the box, or when a part is due back — from Taiwangun’s own data, not a canned reply.
What customers write
- Which mounting rails fit this model?
- Is the extra spring included in the box, and what strength is it?
- When will the M14 real-wood conversion kit be back in stock?
Step 03
Multilingual Triage, Live
First read on every email, in any language
It answers the routine mail end to end and routes the rest to the team with the thread already read and the order pulled — in six-plus languages, and it drops the B2B supplier spam, about one email in ten, before anyone sees it.
What customers write
- Can I send three products back for warranty in one parcel?
- ¿Este cargador es compatible con mi S&T AK?
- Do you ship AEG magazines to Canada?
From real emails
What Taiwangun customers email about
Two questions carry a Taiwangun inbox: what a part is and whether it fits, and what to do when something arrives faulty. Product questions and warranty together are almost half of everything a customer writes in — a catalogue people buy on specifications, and gear that gets used hard.
Grouped by reading the content of 4,192 customer emails over two months — this account's automatic tagging is off, so the mix is derived from the messages themselves; the remaining share is mixed or one-off requests. About 2 messages per email · 63% arriving after hours.
More case studies
See how other stores use AskSpot
More stories from teams that automate support and grow sales with AskSpot.
How Militaria resolves 83% of chats in 9 languages
Militaria.pl runs AskSpot AI chat across three domains in nine shopper languages: 48% product recommendation click-through, 27% add-to-cart after a chat and 83% of chats resolved with no human — 16,600 conversations a month, over half after hours.
Read the story →
How Morele.net cut customer service costs by 90%
Morele.net cut customer service costs by 90% and went from 50 support agents to 5. AskSpot resolves 71% of its 37,600 monthly chats with no human, and answers Allegro marketplace questions from the same catalog.
Read the story →
How 4FIZJO automated 50% of customer inquiries with AI
4FIZJO cut website calls and messages by 40% and automates a third of its helpdesk tickets. AskSpot's AI Chat resolves 74% of its 21,360 monthly chats with no human, across 6 markets, and its Inbox Agent clears email and Allegro tickets in Thulium.
Read the story →
How Tatuum turns 18% of fashion chats into a sale
Tatuum's AskSpot sales agent turns 18% of chats into a purchase and 28% into cart-adds — reading the size chart from real body measurements, in Polish and Hungarian. Its inbox agent auto-resolves 41% of post-sale emails.
Read the story →
How Twoje Meble fills 1 in 5 furniture carts
Twoje Meble's AI sales agent adds an item to the cart in 18.5% of chats and resolves 88% with no human — 2,057 furniture conversations a month, 41% of them after the showroom closes.
Read the story →
How SklepOpon turns a tyre question into a €370 order
Nobody browses tyres. SklepOpon's AskSpot agent answers which size, which season, which brand — and the order that follows is a set of four. €45,900 a month in chat-driven orders, 84% of chats resolved with no human.
Read the story →
See every story
Every merchant we have measured — what shoppers asked, what the agent did, and the numbers it moved.
Browse them all →