Koton activated Dot Assist to manage the rapidly increasing volume of customer questions on Trendyol and avoid missing sales opportunities.
Following the integration, response time improved by 8.8 hours, and the majority of product-related inquiries started to be answered within minutes.
Challenge
Koton was facing a significant increase in customer question volume across its marketplace operations.
Key challenges included:
- Question volume increased 2.7x within one year
- 65% of questions were asked outside working hours
- Question intensity significantly increased after 18:00
- Peak question time was around 23:00
This resulted in:
- Lost sales due to delayed responses
- Decline in customer experience
- Increasing operational workload that teams struggled to manage
Action (Solution Process)
Koton integrated Dot Assist to automate and scale product question management.
Dot Assist handled the process as follows:
- Learned 36,792 products, marketplace operations, and brand tone
- Analyzed all product-related questions on Trendyol
- Generated personalized responses based on product-level data
- Managed and answered questions 24/7 automatically
Results
Following the integration of Dot Assist, Koton achieved significant improvements in speed and scalability:
- 62% of questions were answered within an average of 4 minutes
- Response time improved by 8.8 hours
- Off-hour inquiries were handled instantly
- Customer experience and sales opportunities significantly increased
Koton built a system that captures demand in real time and converts late-hour shopper intent into sales.
Let Dot Assist Capture Demand 24/7
👉 In e-commerce, speed means revenue.
👉 Try Dot Assist free for 10 days and turn every unanswered question into a sales opportunity.
