300% Higher Sales Conversion: A New Era of 24/7 AI Responses for Uni Baby

For Sanipak’s Uni Baby brand, product questions in marketplaces required rapid and detailed responses due to high information needs. Following the Dot Assist integration, customer inquiries began to be answered 24/7, and the question-to-sale conversion rate increased by a full 3 times.

Challenge

In the baby-care category, like Uni Baby, customers ask highly detailed questions regarding product ingredients, pH levels, and usage suitability before completing a purchase.

However, the brand faced several challenges:

• High volume of questions arriving outside of business hours
• Need for sensitive and detailed information about product ingredients
• Missed sales opportunities due to delayed responses
• Operational burden on teams due to heavy question traffic

The fact that 70% of product questions in e-commerce arrive outside of business hours put a significant portion of the brand's potential sales at risk.

Action (Solution Process)

The Sanipak team integrated their Trendyol and Hepsiburada marketplace stores with Dot Assist.

The Dot Assist system performed the following:

• Deeply learned Uni Baby products, ingredients, and brand voice.
• Analyzed question trends on Trendyol and Hepsiburada.
• Started generating personalized, trustworthy answers based on product data for every query.
• Responded to questions automatically 24/7 without requiring human intervention.

Results

Following the Dot Assist integration, record-level improvements were observed in Uni Baby’s store performance:

• Average response time was shortened by 15.5 hours.
• The question-to-purchase conversion rate increased by 3 times (300%).
• Customer satisfaction reached its peak during weekends and after-hours.
• The store rating increased by 0.3, reaching 9.2.

In conclusion, Sanipak improved the customer experience for the Uni Baby brand while simultaneously increasing marketplace sales in a data-driven and sustainable manner.