Cellbes is an e-commerce company that started as a mail-order business and has been a reliable source for women's and men's fashion and home decor for many years. With a vision to offer an extensive size range of products at competitive prices, Cellbes has grown and evolved over time.
“Staying competitive in the digital landscape is crucial. Falling behind could lead to losing market share, which is costly to regain. Therefore, adopting new technologies is necessary”, says Mikaela Loch, Customer Experience Solution Specialist at Cellbes.
When going through the incoming inquiries, it became clear that there were a lot of repetitive questions regarding invoices and deliveries, as two examples. Leading to customer support answering the same questions over and over again, resulting in inefficiency.
“I realized pretty quickly where we would benefit from a chatbot. And when sitting down with Kindly, I saw that chatbots are a lot smarter now than just a few years ago” says Mikaela.
Kindly Platform Selection
Cellbes chose Kindly as their chatbot provider after being impressed by the well-developed product and innovative solutions. Mikaela particularly highlighted how the dialog-building worked:
“What stands out is the actual dialogue building and to work with dialogues, intents, keywords, follow-ups, rules, and so on. Everything feels intuitive and easy to work with. That’s an important aspect here. It’s easy to use, logical and smart”
Mikaela further emphasizes the partnership aspect and the importance of choosing a provider that is genuinely interested in working together and in continuously developing the solution:
“The interest in a collaboration with us was clearly mutual, we both had big visions for the chatbot resulting in a forward thinking partnership.”
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