AskSpotClient
Moliv Cosmetics
Industry
Probiotic skincare / cosmetics e-commerce
Scale
~4,600–5,800 users per month · team of 1–5
Channels
Own stores (PL, DE, GB) + marketplaces incl. Allegro
Implementation results
Key results
AI Chat on molivcosmetics.com and the Inbox Agent on Allegro messages and contact forms — effects visible across the whole sales funnel.
16–26%
sales conversion among chat users
59%
click-through rate on AI product recommendations
10–25%
of orders preceded by a chat conversation
24/7
expert product advisory — without adding headcount
Challenge
A patented formula that needs explaining — and a team of 1–5
Moliv is not a typical cosmetics brand. Founded by microbiologists, it is the first Polish manufacturer of skincare containing live probiotic bacteria — a patented, science-backed formula that genuinely requires explanation. Visitors to molivcosmetics.com arrive with specific, complex questions: which product suits acne-prone skin, how live bacteria survive in a jar, whether the oleogel can be used with retinol.
With a team of 1–5 people, there was no capacity to give every visitor a personalised, expert answer. Enquiries were handled manually, creating delays and a disproportionate burden on the founding team — while the brand’s value lies precisely in its scientific depth.
Expert knowledge didn’t scale
- Complex ingredient and formulation questions behind every purchase decision
- Manual handling of enquiries — delays and pressure on a small team
- Unanswered questions at the product page level were costing conversions
- Post-sale requests (order status, delivery, returns) consumed time meant for product work
Solution
Expert consultation on the site, an automated inbox — two steps
The implementation goals: instant, accurate answers to complex ingredient questions at the point of purchase, less manual handling of pre- and post-sale enquiries, and a consistent experience across the website and Allegro — so the small team could focus on science and product.
Step 01
AI Chat on molivcosmetics.com
The chat is integrated with the WooCommerce product catalogue and a custom knowledge base covering formulations, ingredients and skincare routines. It handles all three language versions of the site — Polish, English and German — and is available 24/7.
- Skin type advisory — acne, dryness, sensitivity, ageing, combination skin
- Explaining live probiotic bacteria, Lactobacillus strains, Formula 3P and GRAS safety status
- Product comparisons and routine guidance — e.g. oleogel with cream, day vs night use
- Order status checks and delivery information
- Returns and complaints — with structured data collected for the team
Step 02
Inbox Agent on incoming messages
Following the chat rollout, the Inbox Agent was connected to Moliv’s incoming message channels — Allegro’s messaging system and the website contact forms.
- Classifies messages by intent: product question, order status, return, complaint or general enquiry
- Retrieves order and product data to generate accurate, contextual responses
- Resolves routine cases autonomously — order tracking, delivery information, return procedures
- Prepares summaries and draft replies for complex cases, with context already in place
Results
More conversion from conversations, no team expansion
Measurable improvements across the funnel — from pre-sale advisory to post-sale service.
16–26%
Sales conversion among chat users
Beauty and specialised niche brands on AskSpot consistently achieve this range in chat sessions — versus a typical store-wide average of 2–4%.
59%
Click-through on AI recommendations
Nearly 6 in 10 users click through to a recommended product — well above the 1–3% typical of passive recommendation widgets.
10–25%
Orders preceded by a chat
Across AskSpot’s partner base, a chat conversation precedes 10–25% of completed orders — up to 1 in 4 purchase journeys.
Why it worked
Science-depth knowledge base
AskSpot was trained on Moliv’s full product knowledge — ingredients, formulations and skin type guidance — answering accurately and on-brand, at the level customers expect.
Full-funnel coverage, lean team
Chat and Inbox Agent together handle pre-sale advisory and post-sale service — on the website and Allegro, end to end.
A fast start in three languages
The WooCommerce integration was live within 2–3 business days, with no dedicated technical resource required from Moliv. Polish, English and German worked consistently from day one.
MOLIV
“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.”