Greek auto-part e-commerce store Oil-Stores: Thousands of products pages put to use

Oil-Stores, a popular Greek e-commerce shop, got an AI chatbot to handle customer support 24/7. It looks up orders and helps people find products instantly, which has been pretty great for their sales.

They had a hard time finding a tool that was able to:

• Crawl their thousands of product pages

• Connect with their Zendesk messaging widget

• Provide accurate, helpful answers to pre-sales questions

• Handle post-sales queries with synced data.

Who are Oil-Stores?

Oil-Stores is a go-to spot in Greece for anyone needing car parts, motor oil, or even gardening tools. They have four physical stores, but their online shop is where a ton of the action is. With a 4.7-star rating and over 100 orders flying out the door every week, they've built a solid name for themselves.

Growth is great, until it's not. As Oil-Stores got more popular, their customer support team started feeling the pressure. The same questions kept flooding in, day after day.

They were dealing with a few headaches:

• A tidal wave of simple questions: Answering "Where's my order?" or "Do you have this in stock?" over and over was eating up all their time. It kept the team from helping people with trickier problems.

• The 9-to-5 barrier: Their customers didn't just shop during business hours, but the support team had to sleep sometime. Providing top-notch help in Greek at 11 PM on a Tuesday just wasn't happening.

• A massive product catalog: With thousands of items, helping customers find the exact right part for their car could be a chore. If people can't find what they need quickly, they tend to leave.

eesel AI: The intelligent, multilingual driver behind their chatbot

Oil-Stores decided to try out eesel AI to build an e-commerce assistant that could lend a hand with both support and sales.

First, they launched an AI chatbot on their website. It was set up to chat fluently in Greek, so it felt natural for their customers right away.

Next, they plugged the AI into their existing systems. It connected to their Zendesk account, so everything stayed in one place. To get it up to speed, the bot basically read the entire Oil-Stores website and Help Center. This meant it could start answering general questions from day one without someone having to teach it everything from scratch.

But here’s where it got really clever. They used eesel AI’s custom actions to give the bot some special skills:

• Instant order lookups: They built a 'Lookup Order' button. Now, a customer can just ask the bot about their order status and get a real-time update right in the chat. A huge chunk of repetitive tickets just vanished overnight.

• Smart product searches: They also connected the bot to their live product database. This let them create 'Search Products' and 'Search Categories' functions. Suddenly, the bot wasn't just for support-it was a shopping assistant that could help people find exactly what they were looking for.

• A safety net for tricky questions: They set up a 'chat handover' to Zendesk. If a question was too complex or sensitive for the bot, it would smoothly pass the conversation over to a human agent. No dead ends, no frustrated customers.

So, did it actually work?

Yep. The changes made a real difference for Oil-Stores, their team, and their customers.

The support team could finally breathe.

With the bot handling all the common questions, the human team had more time to focus on issues that actually needed their expertise. This meant faster response times for everyone.

Customers were happier.

People could now get instant help in Greek, any time of day or night. And since the bot helped them find products faster, the whole shopping experience just felt smoother. You could see it in their satisfaction scores.

Sales increased too.

By helping visitors navigate the store and find the right products, the AI assistant kept more people on the site and guided them toward making a purchase. The bot was directly helping to turn browsers into buyers.

The right tool for the job

For Oil-Stores, eesel was a perfect fit. They needed something that could speak their language, connect to their existing tools and many product pages, and, most importantly, be customized to do real e-commerce work like looking up orders and searching products.

With a little help from AI, they managed to make their support more efficient and create a better way for people to shop - a pretty solid win-win.