Ebbot

Case study | Nelly.com

A love story between a robot and one of the best customer service teams in Sweden.

Industry: Fashion & E-commerce

Markets: Sweden, Norway, Finland

Use Cases: Customer support

The challenge

Handling peak-season inquiries with efficiency and style

Just weeks before Black Friday 2021, Nelly faced the challenge of managing soaring support volumes during one of the busiest shopping seasons. With thousands of inquiries flooding in about orders, returns, and claims, they needed a solution that would not only handle the pressure but also align with their vibrant brand identity.

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Nelly saw this as an opportunity to do more than reduce workload. They wanted to create a chatbot that didn’t just solve problems but also reflected the brand’s personality, delighting customers in the process.

The goal

Automate repetitive inquiries, enhance customer experience, and build brand loyalty

The solution

A chatbot with personality and purpose

To achieve their vision, Nelly partnered with Ebbot to develop an AI chatbot tailored to their needs. The chatbot was designed to automate high-volume inquiries like order status, returns, and claims, providing fast, reliable assistance to customers 24/7.

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Nelly also prioritized using the chatbot as a brand-building tool. Every response was carefully crafted to match their youthful, playful tone of voice, making the chatbot feel like an integral part of the Nelly experience.

Fully integrated with Zendesk

Behind the scenes, the chatbot seamlessly integrates with Nelly’s ticketing system, Zendesk, and their order management system, enabling it to take action, not just answer questions. It handles claims by gathering essential details, retrieving order information, and automatically creating tickets with all necessary data for swift resolution. For returns, the chatbot checks eligibility, guides customers through the process, and forwards cases to agents when needed.

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Order tracking is handled with precision, as the chatbot fetches real-time updates or escalates unresolved issues to live agents while minimizing handling time. By adapting to Nelly’s workflows, the chatbot ensures consistent, round-the-clock support that’s both efficient and aligned with the brand’s customer-first approach.

The results

Efficiency, customer delight, and measurable impact

130,000+ customers helped by the bot

The chatbot successfully managed thousands of inquiries, providing quick and helpful responses to customers around the clock.

24/7 availability

The bot ensured customers received support anytime, without delays, even during peak shopping seasons.

Automated ticket creation

With Zendesk integration, the chatbot automatically created tickets for returns, claims, and other issues, saving agents time and effort.

Consistently increasing bot satisfaction ratings

Customers appreciated the bot’s efficiency and personality, leading to consistently high satisfaction ratings.

We needed a solution that could not only lighten the workload for our team but also maintain the high standard of customer service for which our brand is known. The ability to seamlessly integrate our own data sources and customize the AI agents to reflect our brand’s tone was a key reason we chose Ebbot.

Madeleine Palm

Customer Service Manager

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