Sommaire
Category
Ecommerce
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
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.
With a vision for full-scale automation and improved customer experiences, Tommaso and his team began reviewing AI-based chat solutions. They wanted:
“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
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
Capture & Qualify Leads
Free Up Agents for Complex Tickets
Future-Proof with Advanced Capabilities
“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
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.
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.