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Moliv Cosmetics
Probiotic skincare / cosmetics e-commerce
~4600-5800 users
3
Own stores (PL, DE, GB) + marketplaces
Thulium
AskSpot AI Chat
AskSpot Inbox Agent
Website integration
Helpdesk (Thulium) integration
ERP / OMS integration
Moliv is not a typical cosmetics brand. Founded by microbiologists, it is the first Polish manufacturer of skincare products containing live probiotic bacteria - a patented, science-backed formula that genuinely requires explanation.
This is a high-consideration product. Customers visiting molivcosmetics.com often arrive with specific and complex questions:
With a team of 1-5 people, Moliv faced a fundamental tension: the brand's value lies in its scientific depth, yet there was simply no capacity to deliver personalised, expert answers to every visitor. Enquiries were handled manually, creating delays and placing a disproportionate burden on a small founding team. Unanswered questions at the product page level were directly costing conversions.
At the same time, Moliv was receiving post-sale enquiries - order status checks, delivery questions, return requests - that required fast, reliable responses but consumed time better spent on product development and growth.
The AI implementation at Moliv was designed to achieve:
AskSpot Chat AI was deployed on molivcosmetics.com, integrated with Moliv's WooCommerce product catalogue and a custom knowledge base covering formulations, ingredients, and skincare routines.
The chat was configured to handle all three of the website's languages (Polish, English, German) and made available 24/7.
Its capabilities included:
By deploying the chat, Moliv effectively gave every visitor access to the kind of expert consultation that previously only the founders could provide - instantly, at any hour, in any of the three supported languages.
Following the chat deployment, AskSpot Inbox Agent was integrated with Moliv's incoming message channels, including Allegro's messaging system and website contact forms.
The Inbox Agent:
This removed a significant volume of daily, repetitive messages from the team's workload - without sacrificing response quality or speed.
The implementation delivered measurable operational improvements:
16-26% sales conversion rate among chat users
Beauty and specialised niche brands on AskSpot consistently achieve this range in chat sessions, versus a typical store-wide average of 2-4%.
59% click-through rate on AI product recommendations
Nearly 6 in 10 users clicked through to a recommended product - well above the 1-3% typical of passive recommendation widgets.
Chat present in up to 1 in 4 purchase journeys
Across AskSpot's partner base, a chat conversation precedes 10–25% of all completed orders.
No team expansion despite growing enquiry volume
By automating pre-sale advisory and post-sale service, Moliv handled increasing customer contact without adding headcount.
