spotBefore AskSpot
Two markets, one team, and the same fashion questions on repeat
Tatuum sells linen-led collections online and through its own stores, across Poland and Hungary — where the questions that decide a sale are personal: which size fits a 96/116 body, what pairs with wide-leg trousers, whether a sold-out 38 will come back. Answering them well is the difference between a cart and a bounce.
The same questions arrived in two languages, at all hours, across chat and a post-sale email queue — sizing, styling, delivery, returns, the welcome voucher. Each one needed a person who knew the size charts and the stock, and a third of them came in after the team had gone home.
Markets on one team
2
Busiest for chat
After hours
Top question
Sizing & styling
Channels to staff
Chat + email
Rollout
How they rolled it out
Two modules against the same catalog and systems: the AI Sales Agent on the storefront for sizing and checkout, then the AI Inbox Agent on the post-sale email queue — both in Polish and Hungarian.
Step 01
Catalog & size-chart connection
Sizing and product discovery
The catalog with its per-model size charts, so the agent recommends a size from the shopper’s own measurements — the question that decides most fashion purchases — and styles a full look around it.
What shoppers ask
- Waist 96, hips 116 — which size?
- Do your sizes run true to fit?
- What goes with wide-leg trousers?
Step 02
Orders, delivery & loyalty
Checkout, vouchers and returns
Live order and delivery data plus the loyalty programme — the €12 welcome voucher, points, free click-and-collect and 30-day size exchanges, all resolved inside the chat.
What shoppers ask
- How do I use my welcome voucher?
- Is delivery free? Can I collect in store?
- Can I exchange a blouse for a smaller size?
Step 03
Post-sale email inbox
PL, HU & Czech email queue
The email queue joined the same brand voice — order changes, returns, account and GDPR requests answered in Polish, Hungarian and Czech, with complaints and exchanges triaged to the team.
What shoppers ask
- Send me my tracking number
- Please delete my account and data
- This item arrived damaged
From real conversations
What Tatuum shoppers actually ask
Styling and sizing lead every other question — the fashion decisions that make or break a purchase: “will it fit me?” and “what goes with it?”. The agent reads the size chart from real body measurements, and the top two topics are also the top converters.
Based on 2,971 tagged conversations over 30 days · about 8 messages each · 33% arriving outside business hours.
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