Madame Coco Response Time Accelerated by 12 Hours: Over 80% of Inquiries Automated with AI

Madame Coco, one of the leading brands in the home & living and textile category, began using Dot Assist to manage increasing customer inquiries in marketplaces more quickly and efficiently. Following the integration, the majority of customer questions were answered within seconds, leading to a revolutionary acceleration in response times.

Challenge

Madame Coco’s extensive product portfolio generated significant customer traffic and a high volume of inquiries across marketplaces. The brand team faced bottlenecks specifically in the following areas:

• Increased operational workload due to high inquiry volume
• Risk of failing to respond to questions within the first 30 minutes
• Accumulation of inquiries arriving outside of business hours (evenings and weekends)
• Customer service teams spending excessive time on repetitive questions

This situation was leading to potential lost sales and limiting the overall efficiency of the team.

Action

The Madame Coco team integrated their Trendyol and Hepsiburada stores with the Dot Assist AI customer representative.

The Dot Assist system followed these steps:

• Analyzed technical details of thousands of products and past customer inquiries.
• Developed responses for each customer inquiry based on the brand's communication style and up-to-date product data.
• Automatically answered a vast majority of inquiries within seconds without human intervention.
• Continued to handle all inquiries 24/7, especially during periods when the team was inactive.

Results

Following the implementation of Dot Assist, operational excellence was achieved in Madame Coco stores:

• Average response time was accelerated by a full 12 hours.
• Over 80% of incoming inquiries were answered fully automatically.
• 65% of all responses were delivered outside of business hours, protecting potential sales.
• The operational efficiency and motivation of the customer service team increased.

As a result, Madame Coco reached a peak in customer experience by responding much faster to inquiries and allowed its teams to dedicate their time to more strategic development tasks.