How skapetze® Supports 4,500+ Customers with AI Lighting Consultation

"botBrains is a strong service offering for skapetze® that we can provide to our customers as 24-hour support. As one of the most well-known online lighting stores, it is our ambition to differentiate ourselves with exceptional customer service. For this, botBrains offers us a powerful tool that we can rely on. The setup as well as the support are remarkably good, and we are making steady progress in continuous optimization. We can recommend botBrains without hesitation and look forward to further joint projects!"

- Guido Huber, Management at skapetze®

Company Overview

skapetze® has stood for innovative lighting ideas, excellent consultation, and stylish design for over 40 years. As a family-owned company from Simbach am Inn, it offers a wide selection of designer lights for every style and budget with its own brand s.luce and many other top brands, which it sells directly through its own online shop.

Digital Consultation

In addition to its physical showroom and comprehensive online lighting consultation, skapetze® is increasingly relying on digital consultation and support through the AI lighting consultant Kira. Kira accompanies customers with product selection, lighting design, and technical questions via chat, making professional consultation accessible to everyone around the clock.

Over 5,000 Conversations, 78.1% CSAT

The virtual assistant has quickly become an integral part of customer communication. Kira has already conducted over 5,000 conversations, interacted with approximately 4,500 customers, and over 24,000 messages have been exchanged through botBrains. These numbers show that more and more lighting enthusiasts and DIY enthusiasts are using the chatbot as a reliable and fast point of contact – whether for questions about lighting design, inspiration for lighting solutions, or selecting the right products. Despite the growing volume, service quality remained consistently high. The CSAT is 78.1%, which means that nearly four out of five customers rated their experience as good or very good, which is also reflected in a resolution rate of 79.6% of inquiries that could be fully answered in the chat.

"botBrains noticeably relieves our service team. The answers that our AI chat Kira provides are precise, fast, and absolutely top quality – so good that some customers would actually prefer to talk to Kira on the phone. Changes or adjustments to the chat can be implemented in seconds, which gives us maximum flexibility. For us, botBrains has become a reliable component of our customer service."

- Jürgen Treig, Service Management at skapetze®

Shopify Integration & In-Chat Purchase Experience

A critical success factor is the tight integration with skapetze®'s store system - Shopify. Through direct integration with Shopify, the chatbot can interact live with the underlying product catalog to make suggestions and answer technical questions. Additionally, customers benefit from the AI's contextual understanding – when questions are asked on a product page, Kira understands that they also relate to the current product.

Upon customer request, Kira can even directly add products to the cart and accompany customers through to checkout.

The background knowledge is automatically drawn from the various content pages found on the skapetze® website beyond the product catalog.

Customizability

The botBrains team also made it possible for the chatbot to have a face – a visual personalization that gave the digital experience a human touch and further strengthened customer trust.

skapetze® demonstrates with our collaboration that they are absolute pioneers in the customer experience space. In addition to the great partnership, we are personally pleased about the high and steadily increasing acceptance among end customers, who actively embrace this offering"

- Ben Meyer-Meisel, Co-Founder at botBrains