MAIA - Virtual Assistant

Merkur, a leading Slovenian retailer with a strong online and physical presence, faced two major challenges in their customer experience strategy. First, customers frequently sought assistance outside of business hours, leading to missed sales opportunities and delayed responses. Second, their support team was exhausted with complex product-related queries; ranging from assembling garden equipment and selecting the right tools to navigating warranty claims. These inquiries demanded time, expertise, and consistency

To overcome this, Merkur needed a scalable, intelligent, and always-on assistant. As PandaChat can provide accurate, real-time support across all product categories while seamlessly adapting to their brand identity and tone of voice.

In-Chat Ordering with Memory. Customers can place orders directly within the chat; no redirections, no friction. Once they share their information, the AI remembers it for future purchases, making reordering seamless and lightning-fast. Perfect for returning customers who want convenience at their fingertips.

They needed AI chatbot that knows their inventory. Merkur needed an AI chatbot that truly understands their product catalog. We embedded a smart assistant directly into their website, connected in real time to their extensive product database.

This allows customers to instantly get accurate answers about availability, specifications, compatibility, or even how-to instructions—without waiting for human support. With real-time data sync, the bot provides up-to-date responses across thousands of products and categories.

Flexible, Fully White-Labelled Visual Appearence

PandaChat’s highly adaptable interface was fully customized to reflect the Merkur brand; covering everything from fonts, icons/avatars, colors and buttons to general tone of voice an communication style.

With a rich preset library and mobile-optimized design, they delivered a consistent, on-brand experience across all devices.

Personalized Product Recommendations. By analyzing browsing behavior, purchase history, and intent, PandaChat suggests: compatible accessories (e.g., extra blades for a lawnmower), bestsellers in specific categories, or products frequently bought together.

From DIY guidance to delivery updates, PandaChat handles Merkur’s most common customer queries with ease. Whether it’s “Where’s my package?”, “How often should I water my Monstera?”, “How do I start a reclamation process?”, or “Can you help me assemble this garden shredder?”. PandaChat delivers quick, accurate answers without needing human intervention.

With PandaChat, Merkur support load is reduced by 70%. Customers now solve common issues and find answers without contacting human agents.

PandaChat is not just a chatbot; it's Merkur’s always-on, expert sales assistant.