An established e-commerce company faced the growing challenge of guiding potential customers through a complex product and service portfolio. The range of available product variations, accessories, and contract options overwhelmed users, leading to decision fatigue and high bounce rates. Moreover, opportunities for up- and cross-selling were often missed, resulting in considerable revenue loss.
To address this, the company implemented an AI-powered product and service advisory engine. This system analyzed real-time behavior and preferences of users to present dynamically tailored recommendations, from product features to contract options and add-ons.
By integrating bloola, the company connected its CRM, product database, and dynamic pricing system into a single, responsive ecosystem. This allowed the system to provide guided product journeys, surface personalized up- and cross-sell options, and present contract details based on customer segmentation. Sales content and product arguments were routed automatically depending on customer behavior.
The solution included:
Interactive feature exploration
AI-based up-/cross-selling trigger logic
Dynamic contract simulations
Full integration of Bloola for data orchestration and interface linking
The results were measurable and impactful:
Conversion rates rose by 38% among new and returning visitors.
Average order value increased by 22% due to relevant cross-selling suggestions.
Customer satisfaction scores improved markedly thanks to intuitive guidance and reduced search friction.
Internal sales teams reported faster lead qualification through automated product matching.
The system not only improved top-line growth but also operational efficiency.
Looking ahead, the company plans to enhance the system with voice-assistive guidance and embedded video consultations, offering customers even richer, more personalized advisory experiences.
The long-term vision is to establish a fully automated AI-driven journey that intelligently adapts across all digital touchpoints. Expansion to additional product lines and international markets is already in motion.