The brand

Nona Coffee is a Turkish coffee manufacturing company founded by two women who are coffee enthusiasts sharing a similar passion for roasting. The two entrepreneurs come from a family deeply ingrained in the coffee-drinking culture for over 3 generations and were driven to share some of this magic through Nona Coffee. Customers can request freshly roasted coffee and have their orders shipped directly.

Since its inception, Nona Coffee has sold thousands of roasted coffee beans across Europe—including the online orders that make up a huge chunk of the sales. What’s better is the large number of repeat clients who love the brand purchase repeatedly. 

Read more: How Acero Padel Boosts Sales by 25% After lookfor

The problem

Before they started using the lookfor sales chatbot, they experienced a flurry of problems. Customers had many questions about the coffee variety, brewing tips, and other product details. This would pile up the number of support tickets overwhelming the support team during peak times.

Delayed responses from increased volumes would also result in some customers seeking options elsewhere. Next was a messaging issue where different support agents would respond to customers with different answers to similar questions. 

At first, most of the clients came from a mix of immediate referrals from friends and family and social media. Meanwhile, they noticed a good number of potential sales went uncaptured on their site due to low prioritization in online customer experience and engagement. That was when they heard about chatbots and how they could streamline the entire process. The goal was to help reduce the support tickets while improving the overall customer experience. 

The solution

Initially, the duo thought they needed to hire a freelancer with coding knowledge to build a sales chatbot. After engaging one or two developers, the result didn’t turn out well. It was then decided to try out an alternative out-of-the-box chatbot—Lookfor—that did not require coding skills to set up and operate. It is also readily available for download for users with Shopify-powered sites on the Shopify App store. 

Lookfor’s chatbot automates customer support by providing 24/7 support and answering common questions. It frees up time for the team at Nona Coffee to focus on other creative areas of the business rather than get bogged down with replying to inquiries.

 If the chatbot can't answer a question, team members can easily take over chat from AI and join the conversation for complex tasks. Meanwhile, the chatbot boosted sales conversion by looking at what customers liked and suggested products they might be interested in.

The results

Since Nona Coffee revolutionized its customer service by implementing Lookfor, it recorded an 80% reduction in the number of support tickets raised on its site. With more customers finding solutions from self-service a lot of time has been invested in product quality and brand promotion.

Customers note that the website chatbot helped them make better decision-making by narrowing down product options, expounding on details, and offering comparisons where necessary. Lookfor also had a positive cost implication as they did not have to hire more people to help with customer support when they could count on its automation. 

If you're ready to transform your customer experience like Nona did, you can start for free today!