Customer story · E-commerceE-commerce support that's instant.
MediaMarkt's e-commerce support assistant, built on the CBOT Platform, answers customers' order, delivery and invoice questions instantly and simplifies the support experience.
MediaMarkt set up an assistant on the CBOT Platform to handle the busiest, most time-sensitive e-commerce support topics without leaving customers in a queue. It covers the highest-volume subjects, from orders, tracking and refunds to invoices and campaigns. Shoppers get an immediate answer instead of waiting, and the support team's load eases at the same time.
“MediaMarkt's assistant supports customers on order, tracking, refund, invoice, shipment and campaigns, significantly simplifying the e-commerce support experience.”
E-commerce support is dominated by a steady stream of recurring, time-sensitive questions: where is my order, how do I get a refund, where is my invoice. Handled entirely by people, these repetitive requests are slow to resolve and pile up, leaving customers waiting for answers that are essentially routine.
Order, tracking, refund, invoice and shipment questions arrive constantly and follow the same patterns, making them a heavy and repetitive load.
Shoppers expect a fast response to simple questions rather than waiting in a queue for something routine.
The support journey needed to be smoother and easier, for both the customer and the team behind it.
CBOT built MediaMarkt's e-commerce support assistant on the CBOT Platform to answer customers' questions instantly. It covers the topics that matter most in online retail (order, tracking, refund, invoice, shipment and campaigns), so shoppers get an immediate answer instead of waiting, and the support experience becomes noticeably simpler.
The assistant supports customers across order, tracking, refund, invoice, shipment, campaigns and more: the topics that generate the most support requests.
By answering common questions on the spot, the assistant significantly enhances and simplifies the e-commerce support experience for shoppers.
MediaMarkt's assistant answers order, tracking, refund, invoice and shipment questions instantly, right in the support flow.
By answering the everyday questions of online retail instantly, the assistant makes MediaMarkt's e-commerce support simpler for customers and lighter for the team.
In later phases, the assistant can take on more transactional support, handling more of each request end to end rather than only answering questions.
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