Company Profile
Company: eye-oo Industry: E-commerce / Retail (luxury eyewear multi-brand platform) Founded: 2020, Italy Description: Online retailer offering designer eyewear from brands including Ray-Ban, Oakley, Gucci, Balenciaga, and limited-edition handcrafted pieces
The Challenge
As eye-oo's traffic grew, their existing customer service infrastructure couldn't keep pace. The team faced several critical issues:
- Slow response times: Using Shopify's native inbox, response times ranged from 2-5 minutes
- Lost sales: Delayed responses were causing potential customers to abandon high-value purchases
- Trust barrier: Selling luxury designer eyewear online requires immediate, personalized assistance to build customer confidence
- Scaling concerns: Hiring proportionally more support staff wasn't financially viable for a startup
For a business selling premium products where customer trust is essential, every minute of delay represented lost revenue.
The Solution
eye-oo implemented Tidio's AI-powered live chat and chatbot automation platform with the following components:
Key Features Deployed
- Live chat widget - Immediate customer engagement on-site
- Abandoned cart recovery chatbot - Automated follow-up with customers who left items in cart
- FAQ automation - Bot-handled responses to common questions about shipping, returns, and sizing
- Analytics dashboard - Real-time visibility into customer interactions and conversion metrics
Implementation Approach
Rather than replacing human agents entirely, eye-oo designed a hybrid model:
- Bots handle routine inquiries (sizing questions, shipping policies, product availability)
- Human agents focus on high-value conversations (complex product questions, styling advice, purchase decisions)
Quantified Results
| Metric | Before | After | Improvement |
|---|---|---|---|
| Response time | 2-5 minutes | 30 seconds | 86% reduction |
| Conversion rate | Baseline | 5x higher | Fivefold increase |
| Bot automation | 0% | 82% | 1,825 of 2,233 conversations |
| Sales | Baseline | +25% | €177,000 attributed revenue |
Additional Outcomes
- 1,305 leads acquired through automated chat flows
- €1,600 recovered from abandoned cart chatbot alone
- 25% increase in overall sales
Why It Worked
1. Speed Creates Trust
In e-commerce, especially for luxury goods, immediate response signals professionalism and reliability. Reducing response time from minutes to seconds eliminated a major friction point in the purchase journey.
2. Bots Handle Volume, Humans Close Deals
By automating 82% of conversations, human agents could dedicate their expertise to the 18% of interactions that required judgment, product knowledge, and sales skills. This improved both efficiency and conversion quality.
3. Proactive Engagement
The abandoned cart recovery chatbot didn't wait for customers to reach out—it initiated contact at the moment of highest purchase intent, recovering sales that would otherwise have been lost.
Key Takeaways for SMBs
- Start with your biggest bottleneck - eye-oo focused on response time because it directly impacted conversions
- Design for human-AI collaboration - Bots handle routine queries; humans handle complexity
- Measure what matters - Tracking revenue attribution proved ROI definitively
- Choose industry-appropriate tools - Tidio's e-commerce focus meant faster implementation and more relevant features
Want Similar Results?
If slow response times or limited support capacity are costing you sales, AI chatbots can bridge the gap without proportional headcount increases.
Next steps:
- Book a working session to assess your customer service workflow and identify automation opportunities
- Discuss which AI chat solutions align with your e-commerce platform and customer expectations
Typical timeline: E-commerce chatbot implementations can be live within 2-4 weeks with proper planning.