Olimp Labs uses ChatLab to reduce the number of customer inquires to the support team by 70%

Olimp Labs implemented ChatLab to automate customer service and improve team efficiency by handling repetitive inquiries. The chatbot assists with product recommendations, order tracking, and customer questions, providing 24/7 support and enhancing the customer experience.

40%

less emails

70%

less questions to customer support team

0 sec

immediate response

Company:

Olimp Labs is a leading manufacturer of dietary supplements and nutritional products, known for its commitment to high-quality ingredients, scientific research, and innovative formulations.

Branch:

Poland

Industry:

Health and Nutrition

Use case:

Sales and support

Implementing ChatLab at Olimp Labs

Below, we present details about the chatbot implementation at Olimp Labs — how the chatbot operates, what benefits it has brought, and how it has influenced the customer service and sales processes.

Where the chatbot is used and main assumptions

The chatbot was implemented on our online stores:

The main goal of implementing the chatbot was to automate customer service processes and increase team efficiency by offloading the most frequently repeated inquiries. The chatbot took over responsibilities such as product advice, answering questions about our assortment and product composition, providing information about a healthy lifestyle, and checking order statuses in real time thanks to integration with the Baselinker system.

Tangible benefits from using the chatbot

Impact on the quality of customer service

The chatbot significantly improved the quality of customer service by standardizing communication, providing fast responses to inquiries, and being available even after business hours. This has led to higher user engagement and extended time spent on the website.

Additionally, the chatbot operates in multiple languages, making it easier to serve international customers and enabling better personalization.

Response speed

Thanks to automated support, users receive real-time answers, which significantly reduces waiting times to virtually zero. The number of emails has dropped by around 40%, and inquiries forwarded to the customer service team have decreased by 70%.

Relieving the customer service team

The chatbot has taken over more than 70% of repetitive inquiries, allowing staff to focus on more complex issues such as complaint processes, technical support, and special orders. This has led to more efficient use of human resources and increased overall productivity.

Impact on sales and engagement

An increase in the conversion rate among users interacting with the chatbot.
More user interactions on the website, leading to longer time spent on the site.
Enhanced brand image as modern and customer-oriented.
The ability to run automated promotional and educational campaigns through the chatbot.

Chatbot response quality

Because of AI-based models, the chatbot delivers high-quality answers. The personalized language style ensures the chatbot responds according to the brand’s tone and is perceived as a friendly and helpful advisor.

Ongoing analysis of chat history allows continuous updates to the knowledge base, translating into constant optimization of answer quality.

Implementation and support evaluation

The implementation process ran smoothly, mainly thanks to the professional support of the ChatLab team. Their involvement and flexibility in adapting the model to the specifics of our industry proved crucial.

User opinions

Users express positive feedback about the chatbot, particularly praising the speed of responses and the ability to get assistance at any time. The high level of expertise and friendly tone of conversation further contribute to its favorable reception.

The chatbot is perceived as a modern tool that simplifies contact with the brand and boosts overall customer satisfaction.

“Implementing the chatbot aimed to enhance customer service quality by providing 24/7 assistance. Thanks to rapid response times and automated support, our customers are far more satisfied with wait times and can easily find the information they need. Being able to co-create the tool’s roadmap and actively participate in its development is a tremendous added value that distinguishes ChatLab from its competitors.”
Dawid Kurek, Ecommerce manager in Olimp Labs

Implementing the chatbot at Olimp Labs has been a major success. Not only has it automated customer service, but it has also contributed to higher customer satisfaction and increased sales.

Ready to Engage Your Clients?

Boost sales, save resources, and ensure your clients are satisfied. Your own AI-powered chatbot, tailored for e-commerce — no coding required.