AskSpotClient
4FIZJO
Industry
Fitness & rehabilitation e-commerce
Scale
120,000+ orders per month · 120+ employees
Channels
Own stores (PL, CZ) + marketplaces incl. Allegro · Thulium helpdesk
Implementation results
Key results
AI Chat on the website and the Inbox Agent in the Thulium helpdesk — measurable results in both channels.
40%
fewer phone calls and messages from the website
33%
of email & marketplace tickets handled automatically
50%
target reduction in consultant-handled inquiries
24/7
product advisory and support availability
Challenge
120,000 orders a month, four channels at once
Customer inquiries reach 4FIZJO from four directions at the same time: the online stores (Polish and Czech), marketplaces such as Allegro, email, and contact forms. All of them meet in the Thulium helpdesk system.
As volume grew, keeping service both fast and high-quality became increasingly difficult — and a large share of tickets were repetitive cases that didn’t need a consultant.
Pressure was building on several fronts
- A growing number of post-sale inquiries — order status, returns and complaints
- Complex advisory questions about training and rehabilitation products
- Managing communication across many channels at once
- Keeping quality and response times high at scale
Solution
Chat on the website, an agent in the helpdesk — a two-step rollout
The rollout was planned around measurable objectives: cut consultant-handled inquiries by 50%, provide 24/7 product advisory and speed up issue resolution.
Step 01
Website AI Chat
AskSpot Chat AI was deployed across 4fizjo.pl, 4fizjo.cz and 4fizjo.ro, letting customers resolve common cases on their own — without consultant involvement.
- Product search and purchasing advice
- Detailed product specification answers
- Order status, delivery information and order modifications
- Returns and complaints, including document uploads
- Multi-language support
Step 02
Inbox Agent AI in Thulium
After the chat rollout, AskSpot was integrated with the Thulium helpdesk. The Inbox Agent independently handles a significant share of email and marketplace messages.
- Automatically retrieves new tickets via API
- Recognizes customer intent, categorizes and prioritizes cases
- Retrieves order and product data from ERP / OMS
- Generates draft or full responses
- Updates ticket statuses and routes cases to the right people
Results
Fewer tickets, faster answers, no team expansion
Automation covered both channels — conversations on the website and tickets in the helpdesk.
−40%
Phone calls and messages from the website
After the chat launch, phone calls and website messages dropped by roughly 40% — with no negative impact on customer satisfaction.
33%
Tickets resolved automatically
The Inbox Agent independently resolves about one-third of incoming tickets from email and sales platforms.
1:1
Growth without team expansion
4FIZJO avoided proportional team expansion despite business growth — consultants focused on complex cases, improving response quality and speed.
Why it worked
Deep system integration
AskSpot is connected to product databases, ERP/OMS systems, the Allegro platform and internal tools — it answers from data, not guesswork.
Process-driven configuration
Customer service workflows and common inquiry types were carefully mapped before deployment — the AI got clear rules to work by.
Close collaboration and tuning
Frequent workshops and iterative AI tuning kept the solution aligned with 4FIZJO’s operational realities.
4FIZJO
“AskSpot helped us serve customers faster and better. Multilingual and marketplace integrations were crucial, as well as the ability to answer even hard product questions.”