Case Study: Elkjøp boosts automated customer support with Kindly’s e-commerce chatbot

How Elkjøp used flexible chatbot support programs to manage over 3,000 customer enquiries each and every day

Elkjøp, the largest consumer electronics retailer in the Nordics, faced a challenge in extending its customer center hours without overloading its support team or incurring significant additional costs. The company needed a solution to handle a high volume of recurring customer inquiries efficiently. They chose to implement an e-commerce chatbot from the vendor Kindly to act as a front-line support system.

Kindly's solution automated responses to the most frequent customer enquiries, which were identified through an analysis of chat logs. This automation freed Elkjøp's human agents to handle more complex issues. The results were significant: the chatbot, named "Elbot," now handles 2.3 million interactions per year, with 50% of its daily conversations being fully automated. This led to an 80% user satisfaction rate and allowed Elkjøp to achieve its goal of extended availability without expanding its support staff.

Elkjøp

Kent Hafskjær

Nordic After Sales Channel Manager