How BigBuy scales AI-driven lead capture and support with expertise.ai

Category

Ecommerce

Big Buy
400k+
products
10k+
brands
1,000+
monthly tickets in scope

A Global Ecommerce Innovator

Founded in Spain, BigBuy has grown into one of Europe’s foremost all-in-one ecommerce partner. Serving a diverse clientele—ranging from dropshippers to retailers and brands—BigBuy’s platform offers extensive product catalogs, reliable logistics, and advanced technology for multi-channel sales. But as the company expanded, so did the complexity of its website and support needs.

400,000+ Products & 10,000+ brands | 1,000+ monthly tickets generated (only for the cases we could train expertise.ai for)

“Our website serves many different audiences. Visitors get lost when too much information is spread across multiple pages. That’s why 24/7 guided assistance is so important.”
— Tommaso Spagnoli, Tech Support Manager

🚀 The Challenge

BigBuy’s key challenges were threefold:

Resource Drain in Real Time

Human agents were spread thin trying to manage live chat support during peak business hours. As Tommaso Spagnoli, one of BigBuy’s project leads, noted in a recorded session, “Being always online in business time and juggling multiple chats was really demanding. It was getting in the way of addressing more impactful customer issues.”

Limited 24/7 Availability

The company needed to be available around the clock. However, maintaining a dedicated support team outside business hours was not cost-effective, leading to missed opportunities and unaddressed leads.

Complex Website Navigation

BigBuy’s website is rich in content and serves diverse audiences—from customers and dropshippers to retailers and brand partners. Visitors often felt overwhelmed by the complexity, leading to high drop-off rates. The manual chat process was simply not scalable for capturing and qualifying leads consistently.

BigBuy

Searching for the Right AI Partner

With a vision for full-scale automation and improved customer experiences, Tommaso and his team began reviewing AI-based chat solutions. They wanted:

  • Human-like understanding to reduce hallucinations and off-topic answers.
  • Robust lead capture that qualifies and integrates with HubSpot.
  • 24/7 coverage to increase availability without straining human agents.
  • Scalable intelligence for advanced inquiries on catalog, margins, and software.
“We tested many AI tools. Some were purely ChatGPT-based and prone to random answers. expertise.ai’s approach struck the perfect balance: it offered strong lead-capturing capabilities, minimal off-topic replies, and a team that truly supports custom needs.”
— Tommaso Spagnoli, Tech Support Manager

✅ The expertise.ai Solution

expertise.ai stood out for its adaptive AI chat and collaborative onboarding, allowing BigBuy to roll out a carefully tuned solution, not just a generic “plug-and-play” chatbot. With expertise.ai, BigBuy can:

Deliver 24/7 AI Support

  • Instantly resolve straightforward questions like pricing, returns, or account setup.
  • Ensure potential customers never leave the site empty-handed during off-hours.

Capture & Qualify Leads

  • Collect emails and key data points—dropshipper, retailer, or brand—for personalization.
  • Automatically sync leads and chat transcripts to HubSpot, updating records in real time.

Free Up Agents for Complex Tickets

  • Agents focus on post-sales issues, logistics updates, and urgent troubleshooting.
  • The AI escalates complex cases with concise summaries directly into HubSpot.

Future-Proof with Advanced Capabilities

  • Expand the AI’s knowledge to guide users through BigBuy’s advanced software.
  • Easily integrate deeper data sources like help center docs or product feeds.

💡 Results & Impact

  • Reduced Ticket Load: Offload 10–20% of repetitive queries— 100–200 tickets monthly—directly to expertise.ai’s AI.
  • Higher Lead Conversions: Personalizing chat flows and collecting key qualifiers projects a 1–2% increase in lead-to-registration conversions.
  • Round-the-Clock Availability: Prospects and visitors can engage any time, extending the sales funnel beyond business hours.
  • Seamless Onboarding & Support: expertise.ai partnered closely with BigBuy to customize flows, minimize hallucinations, and refine HubSpot integrations.
“expertise.ai’s lead-capturing approach is phenomenal. We can personalize how we collect and use data, and the AI is freeing up our agents to tackle more important tasks.”
— Tommaso Spagnoli, Tech Support Manager

🎯 Looking Ahead

While BigBuy currently uses expertise.ai for basic inquiries and lead qualification, the team envisions expanding the chatbot’s AI to provide guided support within BigBuy’s own software—from configuring advanced margins to troubleshooting on sales channels.

expertise.ai has the potential to act as a real-time assistant as it integrates more deeply with BigBuy’s tools and data.

“Ultimately, if expertise.ai keeps evolving with our needs—adding better language features, deeper integrations, and more robust AI—we see it as part of our core technology stack for years to come.”
— Tommaso Spagnoli, Tech Support Manager

With expertise.ai, BigBuy is equipped to handle growth without compromising on customer experience—empowering site visitors to get the right answers, at the right time, while letting human teams focus on the issues that matter most.

About expertise.ai

expertise.ai is an AI-driven customer engagement platform, helping businesses capture leads, scale 24/7 support, and deliver personalized conversations that convert. By combining natural language understanding, business-specific training, and seamless integrations, expertise.ai transforms the way companies interact with prospects and customers—freeing teams to tackle high-impact work without missing a single opportunity.