81% Automated Responses & 14.3 Hours Faster Response Time: How Mavi Accelerated Customer Decisions
Mavi automated 81% of customer inquiries and reduced response time by 14.3 hours using Dot Assist. Despite a 192% increase in question volume, the brand maintained speed, scaled operations, and turned customer interactions into a growth channel.
In the fashion category, customer questions represent the most critical moments of the purchase decision.
Leading Turkish fashion brand Mavi integrated Dot Assist and managed to reduce response time by 14.3 hours, despite a 192% increase in question volume.
Dot Assist automatically answered 81% of customer inquiries within an average of 3 minutes, ensuring instant responses especially during off-hours (71% of total questions), minimizing wait time and turning customer interactions into direct sales opportunities.
Challenge
Mavi faced a rapidly increasing volume of customer questions across marketplaces, and its existing operational structure struggled to keep up.
Key challenges included:
- Question volume increased beyond manual control (+192% growth)
- 49% of questions were concentrated in jeans and t-shirt categories
- 71% of questions were asked outside working hours
- Manual response processes lacked speed and scalability
- Average response time was 6.7 hours
This structure limited both customer experience and conversion potential.
Action (Solution Process)
Mavi integrated Dot Assist to manage all product-related questions end-to-end using AI.
Dot Assist handled the process as follows:
- Built a strong response infrastructure by analyzing product content and historical questions
- Automatically answered the majority of repetitive inquiries
- Operated 24/7, delivering instant responses especially during off-hours
- Reduced operational workload, allowing teams to focus on higher-value tasks
- Identified content improvement opportunities through category-level insights (Jackets, Trousers, Sweatpants)
Results
Following the integration of Dot Assist, Mavi achieved significant operational and performance improvements:
- 81% of all questions were answered automatically
- Average response time decreased from 16.1 hours to 1.9 hours → 14.3 hours faster
- Responses were delivered within an average of 3 minutes
- Operations became scalable despite a 192% increase in question volume
- Seamless experience was ensured during off-hours (71% of total inquiries)
- Clear content optimization opportunities were identified across key categories
Mavi not only answered customer questions faster but transformed this process into a strategic growth driver.
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