Case Study: Kotsovolos boosts support productivity and capacity with Comm100 Live Chat & AI Chatbot

Kotsovolos Improves Support Productivity and Capacity with Comm100 Live Chat and Chatbot

Kotsovolos, a leading electrical and electronics retailer headquartered in Athens with 90 stores and a busy online presence, was overwhelmed by customer inquiries through only phone and email—an issue made worse by the COVID-19 lockdown. To add a digital, real-time channel and reduce wait times, Kotsovolos selected Comm100 and its Live Chat & AI Chatbot solution.

Comm100 deployed Comm100 Live Chat and an AI Chatbot (built in Greek) within three weeks, enabling chat concurrency and self-service workflows that immediately lowered phone volumes. The live chat achieved a 90% acceptance rate and the chatbot resolves about 30–32% of queries, increasing agent productivity and support capacity without hiring more staff, while Comm100 provided custom features including video chat for sales and sign-language support.

Kotsovolos

Spyridon Athanaspoulos

Customer Care Manager