How Spintso.com the sporting goods provider drove 10-hour weekly support time savings through a custom chatbot
Spintso.com, a provider of advanced sporting goods, grappled with efficiently supporting customers on their complex and technical products. Their email-only support system was often overwhelmed, leading to slow responses and difficulties in guiding users through product compatibility and technical queries. More often than not, customers from countries all over the world require quick help in different languages. By implementing a meticulously designed Voiceflow chatbot, Spintso.com now provides instant, highly accurate assistance, significantly reducing the burden on their support team and empowering customers with self-serve solutions.
The impact
- Automatic knowledge base product data syncing
- Efficient problem solving for an international audience
- 10 hours / week of customer support time saved
The problem
Spintso.com specializes in innovative and often technical sporting goods. Before implementing their new chatbot solution, their customer support primarily relied on email. This approach presented several challenges:
- High volume of repetitive inquiries: the support team spent a considerable amount of time answering similar questions about product features, shipping, returns, and basic troubleshooting.
- Slow response times: due to the volume and the manual nature of email support, customers sometimes experienced delays in getting the information they needed, which sometimes is very problematic since many of their customers who may encounter issues are referees, and might be facing a problem right before an important game.
- Complexity of products: assisting customers with technical issues for their specialized products, or guiding them to find compatible items, was time-consuming and required deep product knowledge—this was especially challenging for newer support team members who were still learning the intricacies of Spintso's product line.
- Limitations of Existing Tools: relying solely on email meant there was no way to provide instant answers or guide customers through issues in real-time without direct staff involvement.
Spintso's ideal state was a support system that could provide immediate, accurate answers to common and technical questions, free up their skilled support team to handle more complex situations, and improve the overall customer experience by making information readily accessible. When we first reached out to Spintso they were really keen on creating an order tracking function directly in the chatbot, as that was a common inquiry that was getting time consuming for their team.
The solution
Spintso.com needed a solution that could understand and respond to a wide range of customer needs, from simple FAQs to more involved technical support and product compatibility questions. The Voiceflow chatbot was designed to meet these specific criteria.
Here are three core features of our Chatbot:
- Comprehensive knowledge navigation
The chatbot was built with a deep understanding of Spintso's product catalog, policies, and common customer questions. It can instantly provide information on product specifications, usage, care instructions, shipping details, and return policies. We used tabular data to handle the structure for the products in order to increase accuracy greatly, as well as some fail-safe systems in the flow along with rewriting the input if deemed necessary.
- Guided technical troubleshooting and product compatibility assistance
For more complex products, the chatbot guides users through step-by-step troubleshooting processes for common technical issues. This helps customers resolve problems independently and quickly, without needing to wait for an email response. The accuracy of these flows was a key focus during development. A critical feature for Spintso was helping customers identify products that work together. The chatbot can ask clarifying questions and then suggest compatible items, ensuring customers purchase the right gear for their needs, leveraging its detailed knowledge of technical specifications. We also implemented a forms+file upload that analyzes a damaged product to speed up the resolving process for the Spintso team; parts of it can be seen in the screenshot below.
We made sure to only accept hardware issues into this flow, to avoid software “issues” leading to a return, when the chatbot will be able to solve software issues on its own.
- Order tracking
Their ecommerce platform is built on a system mainly used in Sweden, and their API documentation differs a lot from traditional ecommerce systems such as Shopify or WooCommerce. This made the order tracking set-up more complex than usual, resulting in having to make 3 separate api calls to get the necessary information before retrieving the order information as well as tracking link. We also made it possible to track using either the order number or email address associated with the order. To increase user experience even further we built a minor module to recognize if the input already contains an email or order number and be directly routed to the order information since that was a common method amongst users.
These features directly addressed Spintso's pain points by automating responses, ensuring accuracy (even more so than a new human agent might initially provide), and offering immediate self-service options to customers.
The result
The implementation of the Voiceflow chatbot has brought about a significant positive change for Spintso.com's customer support.
- Problems solved: Spintso.com has seen a noticeable difference in the volume of inquiries their human team needs to handle manually. Customers now receive instant answers to many of their questions, particularly those related to product information, basic troubleshooting, and compatibility.
- While precise hours saved are still being fully quantified, Spintso has confirmed "they've definitely cut down on the back-and-forth emails for simple questions." and that a fair assumption would be around 10 hours / week.
- The support team reports feeling less overwhelmed and can now dedicate more quality time to customers who have truly complex or unique issues that require human intervention.
- The accuracy of information provided for technical queries has been a standout benefit, ensuring customers receive consistent and correct guidance.
“Chatlabs AI chat has revolutionized Spintso's customer communication. After a smooth implementation, the AI has significantly streamlined the handling of standard inquiries. This eases the workload for our support team and frees up time for more complex customer needs. The effect is heightened service quality and a more rewarding workday, as the team can focus their expertise where it's most needed. Highly recommended!
Results we've seen:
- 87% of inquiries are now handled by the AI
- Reduced workload on the support team
- Increased availability for more complex cases"
Looking forward
Spintso.com is pleased with the initial success of the chatbot. Future plans may include expanding the chatbot's capabilities to cover even more scenarios, integrating it further with other business systems, and analyzing interaction data to continuously refine its performance and user experience.
See it in action
Spintso.com, a provider of advanced sporting goods, grappled with efficiently supporting customers on their complex and technical products. Their email-only support system was often overwhelmed, leading to slow responses and difficulties in guiding users through product compatibility and technical queries. More often than not, customers from countries all over the world require quick help in different languages. By implementing a meticulously designed Voiceflow chatbot, Spintso.com now provides instant, highly accurate assistance, significantly reducing the burden on their support team and empowering customers with self-serve solutions.
The impact
- Automatic knowledge base product data syncing
- Efficient problem solving for an international audience
- 10 hours / week of customer support time saved
The problem
Spintso.com specializes in innovative and often technical sporting goods. Before implementing their new chatbot solution, their customer support primarily relied on email. This approach presented several challenges:
- High volume of repetitive inquiries: the support team spent a considerable amount of time answering similar questions about product features, shipping, returns, and basic troubleshooting.
- Slow response times: due to the volume and the manual nature of email support, customers sometimes experienced delays in getting the information they needed, which sometimes is very problematic since many of their customers who may encounter issues are referees, and might be facing a problem right before an important game.
- Complexity of products: assisting customers with technical issues for their specialized products, or guiding them to find compatible items, was time-consuming and required deep product knowledge—this was especially challenging for newer support team members who were still learning the intricacies of Spintso's product line.
- Limitations of Existing Tools: relying solely on email meant there was no way to provide instant answers or guide customers through issues in real-time without direct staff involvement.
Spintso's ideal state was a support system that could provide immediate, accurate answers to common and technical questions, free up their skilled support team to handle more complex situations, and improve the overall customer experience by making information readily accessible. When we first reached out to Spintso they were really keen on creating an order tracking function directly in the chatbot, as that was a common inquiry that was getting time consuming for their team.
The solution
Spintso.com needed a solution that could understand and respond to a wide range of customer needs, from simple FAQs to more involved technical support and product compatibility questions. The Voiceflow chatbot was designed to meet these specific criteria.
Here are three core features of our Chatbot:
- Comprehensive knowledge navigation
The chatbot was built with a deep understanding of Spintso's product catalog, policies, and common customer questions. It can instantly provide information on product specifications, usage, care instructions, shipping details, and return policies. We used tabular data to handle the structure for the products in order to increase accuracy greatly, as well as some fail-safe systems in the flow along with rewriting the input if deemed necessary.
- Guided technical troubleshooting and product compatibility assistance
For more complex products, the chatbot guides users through step-by-step troubleshooting processes for common technical issues. This helps customers resolve problems independently and quickly, without needing to wait for an email response. The accuracy of these flows was a key focus during development. A critical feature for Spintso was helping customers identify products that work together. The chatbot can ask clarifying questions and then suggest compatible items, ensuring customers purchase the right gear for their needs, leveraging its detailed knowledge of technical specifications. We also implemented a forms+file upload that analyzes a damaged product to speed up the resolving process for the Spintso team; parts of it can be seen in the screenshot below.
We made sure to only accept hardware issues into this flow, to avoid software “issues” leading to a return, when the chatbot will be able to solve software issues on its own.
- Order tracking
Their ecommerce platform is built on a system mainly used in Sweden, and their API documentation differs a lot from traditional ecommerce systems such as Shopify or WooCommerce. This made the order tracking set-up more complex than usual, resulting in having to make 3 separate api calls to get the necessary information before retrieving the order information as well as tracking link. We also made it possible to track using either the order number or email address associated with the order. To increase user experience even further we built a minor module to recognize if the input already contains an email or order number and be directly routed to the order information since that was a common method amongst users.
These features directly addressed Spintso's pain points by automating responses, ensuring accuracy (even more so than a new human agent might initially provide), and offering immediate self-service options to customers.
The result
The implementation of the Voiceflow chatbot has brought about a significant positive change for Spintso.com's customer support.
- Problems solved: Spintso.com has seen a noticeable difference in the volume of inquiries their human team needs to handle manually. Customers now receive instant answers to many of their questions, particularly those related to product information, basic troubleshooting, and compatibility.
- While precise hours saved are still being fully quantified, Spintso has confirmed "they've definitely cut down on the back-and-forth emails for simple questions." and that a fair assumption would be around 10 hours / week.
- The support team reports feeling less overwhelmed and can now dedicate more quality time to customers who have truly complex or unique issues that require human intervention.
- The accuracy of information provided for technical queries has been a standout benefit, ensuring customers receive consistent and correct guidance.
“Chatlabs AI chat has revolutionized Spintso's customer communication. After a smooth implementation, the AI has significantly streamlined the handling of standard inquiries. This eases the workload for our support team and frees up time for more complex customer needs. The effect is heightened service quality and a more rewarding workday, as the team can focus their expertise where it's most needed. Highly recommended!
Results we've seen:
- 87% of inquiries are now handled by the AI
- Reduced workload on the support team
- Increased availability for more complex cases"
Looking forward
Spintso.com is pleased with the initial success of the chatbot. Future plans may include expanding the chatbot's capabilities to cover even more scenarios, integrating it further with other business systems, and analyzing interaction data to continuously refine its performance and user experience.
See it in action