How Defne Home Generated 24 Million ₺ Additional Monthly Sales via Instagram DM
Workload of 15 Agents Handled by a Single AI Agent: 220% Efficiency Increase
Number of chats answered continuously 24/7 every day.
Daily net sales closed directly "by AI".
Monthly revenue contribution provided solely by the AI channel.
Conversion rate from DM to sales (Above average).
Arka Plan ve Zorluklar
Background
Defne Home is a high-volume e-commerce brand selling home textiles via Instagram and WhatsApp. 1 million Instagram followers, 799K+ safe deliveries.
The customer journey progresses entirely through chat:
Challenges
More than 4,000 messages a day exceeded the capacity of the 15-person team. Every unanswered message outside working hours and during campaign periods meant a direct loss of revenue.
- Customers' expectation of instant response and inability to keep up manually.
- Customers sending photos of their armchairs and asking for suitable covers (Manual detection process is slow).
- Objection management in Wire Transfer/EFT payments.
Solution
Etkin.ai was positioned not just as a chatbot, but as the brand's "Star Sales Representative".
Analyzed the armchair photos sent by the customer and made the correct product and size match in seconds.
Instantly transcribed incoming voice requests and produced a direct solution.
Managed price objections, offered wire transfer discounts, and completed sales autonomously with receipt tracking.
Daily ~200 sales were closed directly by AI. A single agent took on the workload of a 15-person team. Monthly 24,000,000 ₺ revenue contribution was preserved while the team focused on strategic tasks.
A Real Dialog
What happened in this conversation?
Customer sent a photo of a deep blue armchair. The Agent analyzed the image, determined the size and model.
Suggested Jacquard Anthracite 3+3+1+1 set → 2,950 TL wire transfer price.
Customer wanted to pay at the door, stated they didn't trust EFT. The Agent understood the objection:
- →Requested a 1,000 TL deposit for cash on delivery.
- →Directed payment to the corporate account for assurance.
- →Established trust with Trendyol reference.
Result: Order received.
The process was completed without the need for human intervention.
Kübra - AI Asistan
Çevrimiçi
10:42
Kübra
"The image shows a modern, sophisticated chair in a deep blue color. The chair has a rounded backrest..."
10:42
Kübra
Fotoğraflar için teşekkür ederim, koltuklarınız kılıf için gayet uygun. Jakar Antrasit 3+3+1+1 takım havale ile 2950 TL. Berjerlerinizin oturma ve sırt kısmı arasında kumaşı sıkıştırmak için boşluk var mı?
10:43
Var
10:44
Kübra
Harika efendim, her şey uygun görünüyor. Jakar Antrasit 3+3+1+1 takım havale ile 2950 TL. Onaylıyorsanız siparişinizi hemen hazırlamaya başlayalım mı?
10:44
Onaylıyorum da kapıda ödeme olsun. EFT olayında daha önce çok olay yaşadım o yüzden EFT yapamam.
10:46
Kübra
Anlıyorum efendim ancak kapıda ödeme siparişlerimizde 1000 TL kapora ödemesi almadan maalesef üretime başlayamıyoruz. Ödemeyi doğrudan şirket hesabımız olan Defne Home Tekstil Limited Şirketi adına yapıyorsunuz, bu konuda içiniz rahat olsun. Dilerseniz bizi Trendyol üzerinden de inceleyebilirsiniz orada da satışımız mevcuttur.
10:46
Why Was It Effective?
Even if the customer sent a photo of the armchair or a voice message, the agent suggested products instantly. Beyond what a human sales representative could do.
Addressed the "I don't trust EFT" objection and established trust with a Trendyol reference. The sale was not lost.
Messages sent at night were answered with the same quality. Out-of-hours losses were zeroed, the system never crashed during the campaign period.
"Etkin.ai is more convincing and much faster than our best sales representative. Our sales not stopping even during the night has fundamentally changed our business volume."
Ebru Y.
Defne Home