Where they started
Cosmy Beauty is a Ukrainian e-commerce store with 13,684 SKUs. Before MyChatBot, their WhatsApp inbox averaged 800 messages a day with a four-hour reply time. They were losing 38% of carts to silence.
We sat down with Maria Tsibula, Head of CX, to talk through what they did.
The breaking point
Olena: Maria, what was the moment you knew you had to change something?
Maria: Honestly, it was a Saturday. I came into the office to check on a campaign and found 320 unanswered messages from Friday evening. We'd lost the day. That weekend I started looking at automation seriously.
The rollout
Olena: How long did rollout take?
Maria: Setup was three days. Tuning took six weeks. The big work was teaching the agent our catalog, we have weird category overlaps, brand-specific language, ingredient questions. Once we did that, conversion exploded.
What changed for the team
Olena: What does your team look like now?
Maria: Same size, five people. But what they do is completely different. They handle escalations, edge cases, the weird stuff. They're not data entry anymore; they're consultants. Two of them got promoted.
The numbers
84% of orders auto-handled. Reply time from 4 hours to 2 minutes. Conversion up 38%. The full case study with metrics is on our cases page.