An e-commerce company that started as a mail-order business, Cellbes has been a reliable source for women’s and men’s fashion and home decor for many years.
With a vision to offer an extensive range of products at competitive prices, Cellbes has grown and evolved over time.
Kindly was founded with the goal of bridging the gap between human communication, shopping behaviors, and efficient, automated services.
Brands too often hide behind contact forms and don't fully focus on customer service needs, while customer support teams often complete repetitive, time- and cost-inefficient tasks.
Kindly uses AI and NLP-powered chatbots to help e-commerce brands turn every interaction into an engaging experience that drives sales and satisfaction.
Ingrid is the leading delivery experience platform to help retailers turn delivery and returns into a revenue-driving, competitive advantage.
Trusted by brands in 170+ countries with 180M+ deliveries, the end-to-end platform integrates seamlessly with e-commerce systems, offering shoppers and retailers the flexibility and control they crave for.
“Staying competitive in the digital landscape is crucial,” Mikaela Loch, CX Solution Specialist at Cellbes, shares.
“Falling behind could lead to losing market share, which is costly to regain. Adopting new technologies is necessary.”
Reviewing customer inquiries revealed many repetitive delivery-related questions, forcing support teams to answer the same queries over and over again with inefficient use of resources.
“I realized pretty quickly we would benefit from a chatbot. When sitting down with Kindly, I saw that chatbots are a lot smarter now than just a few years ago,” Mikaela says.
Cellbes chose Kindly as their chatbot provider after being impressed by the well-developed product and innovative solutions, such as dialogue building, intents, keywords, follow-ups, rules, all intuitive and easy to work with.
Another key factor was Kindly’s integration with Ingrid Tracking, which helps customers get instant, 24/7 updates on their package status directly through the chatbot at every stage of the delivery journey.
“The integration with Ingrid was quick and seamless. We worked with Ingrid and Kindly to outline what we needed, and by the next day, it was ready. It’s been amazing and has run smoothly from day one.”
The integrated chatbot has significantly reduced the workload for customer service agents, as it handles 77% of incoming chats in Sweden even though Cellbes doesn't actively direct customers to use it.
By automating support, especially ‘where’s my order’ (WISMO) queries, Cellbes has optimized order tracking for customers and reduced operational costs to achieve better margins.
“Our fallback rate is at 4.4% which is very low for being so early on in the project. This means we have really captured what customers are asking about in an efficient and smart way."
