4x GMV Growth in One Year: Digital Transformation in Natural Care
The AI Power That Took Monthly Revenue from 1.5M₺ to 6M TL in 10 Months
1.5M → 6M TL
In 10 Months
25 Sales → 80 Sales/Day
Without human handoff
24/7 Uninterrupted
Arka Plan ve Zorluklar
Background
Ephesus Natural Care is an e-commerce brand growing rapidly in the natural care segment with its high-basket-value products (Avg. 2,500 TL). Its store is managed with Shopify infrastructure.
In this category, the purchasing decision is based entirely on trust and accurate information. With the Etkin.ai integration that started in July 2023, the brand's growth momentum has been combined with technology.
Challenges
- Customers' detailed pre-purchase questions regarding ingredients, usage, and compatibility.
- Inability to manually handle the increasing interaction load as the brand grew (23K+ messages in 10 months).
- The necessity for general questions to be answered by AI and expertise-requiring questions to be answered by a pharmacist.
Solution
In the natural care segment, customers apply to the store with ingredient, usage, and compatibility questions before purchasing. As the brand grew, this load also grew. Etkin.ai deployed the AI agent via webchat, and the agent was positioned as a "Digital Brand Manager" trained in the brand's own language.
Product ingredients, usage info, stock status, and cargo tracking processes were fully automated.
The agent identified critical questions requiring a pharmacist's opinion and flawlessly transferred the customer to a human expert.
Online customers were correctly routed to 155 different dealer pharmacies and contracted warehouses.
70% of all messages were closed without human handoff. The remaining 30% were consultation questions requesting a pharmacist's opinion. The agent made this distinction correctly and transferred the customer to the human expert seamlessly. Over 23,000 interactions took place in 10 months. It is gaining momentum with 2,000 conversations in the last 30 days and 5,450 in the last 90 days.
Why It Worked?
Every converted customer inquiry carries an average value of 2,500 TL. The agent's response quality directly reflected on GMV.
Accurate information and a response time of under 1 minute increased the customer's loyalty to the brand.
A bridge was built between digital and physical channels with 155 dealer pharmacies and Shopify integration.
In the last 30 days, 2,000 interactions, and over 23,000 interactions in total were successfully managed with a single agent.
"In the natural care segment, you cannot buy customer trust; you have to earn that trust with effort. etkin.ai built this trust quickly with consistency and accurate information."
Ephesus Natural Care Team
Ephesus Natural Care