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.”

Another deciding factor was Kindly’s integration with Ingrid, a well known delivery platform. The purpose of the integration was to give customers fast replies about where their specific package was directly in the chatbot, even outside of opening hours. Since it was a first-time integration between Kindly and Ingrid, the smooth process was a testament to the great collaboration.

“The Ingrid integration was seamless and quick. We, Ingrid and Kindly came together, specified what we wanted and the next day we had it. It’s been amazing and has run smoothly since the start.“ Mikaela says.

By integrating Kindly with Ingrid, the process for tracking incoming and outgoing deliveries was streamlined.

Results and Impact 

The implementation of the integrated chatbot has already generated positive results for Cellbes. The number of questions handled by agents has decreased, and since Cellbes has outsourced customer support, reducing the number of contacts directly translates to lower costs. 

Today the chatbot handles 77% of incoming chats in Sweden, despite Cellbes not actively guiding customers towards it. 

Mikaela also highlights the low fallback rate as a positive result in the project: 

“Our fallback rate is at 4.4% which is very low for being so early on in the project. This means we have really captured what customers are asking about in an efficient and smart way."

This translates to the chatbot understanding 95.6% of interactions and giving the correct answer. 

With 74% engagement rate, a majority of customers opening the bot interact with it and get the answers they need. 

Future Plans

Looking ahead, Cellbes plans to expand the chatbot to more markets and create additional integrations and sees great opportunities for continued digital development. 

Lastly Mikaela says:

"This has been such a fun project," says Mikaela. "I would like to highlight the simplicity and how quickly everything has come together. The smooth and efficient process has been a truly enjoyable experience.”

‍

‍