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A love story between a robot and one of the best customer service teams in Sweden.
Industry
Fashion & E-commerce
Markets
Sweden, Norway, Finland
Use cases
Customer support
Making high-volume support feel personal
Nelly is one of the most recognizable names in Nordic fashion e-commerce, known for trend-savvy collections and a bold, playful brand. But in the run-up to Black Friday 2021, their customer service team was bracing for impact. Thousands of inquiries about orders, returns, and claims were expected to pour in – and Nelly didn’t just want to stay afloat. They saw the moment as a chance to build something more: a scalable, on-brand support experience that customers would actually enjoy using.
Automate repetitive cases and maintain top-tier customer experience – while bringing the Nelly brand to life in every interaction.
“We didn’t want just another chatbot. We wanted a digital extension of our team — one that could help out during peaks, but still feel 100% Nelly”
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A chatbot with personality and purpose
Together with Ebbot, Nelly built a custom AI chatbot trained on their most common inquiries. From tracking orders to processing claims, the bot was designed to resolve customer issues quickly and clearly – 24 hours a day.
But more than that, it spoke Nelly. Every message was crafted with a playful, confident tone that matched the brand voice perfectly – creating a chatbot that felt like a natural part of the team, not just a stiff robot.
Fully integrated with Zendesk
Behind the scenes, the chatbot seamlessly integrates with Nelly’s ticketing system, Zendesk, and their order management system, enabling it to take action, not just answer questions. It handles claims by gathering essential details, retrieving order information, and automatically creating tickets with all necessary data for swift resolution. For returns, the chatbot checks eligibility, guides customers through the process, and forwards cases to agents when needed.
Order tracking is handled with precision, as the chatbot fetches real-time updates or escalates unresolved issues to live agents while minimizing handling time. By adapting to Nelly’s workflows, the chatbot ensures consistent, round-the-clock support that’s both efficient and aligned with the brand’s customer-first approach.
“We have been looking at chatbots for a long time but they have not met our expectations Ebbot's platform is smart and intuitive and we have only positive experiences with the partnership.”
Automation that feels anything but robotic
130,000+ customers helped
The chatbot has already supported well over 130,000 customers, resolving common issues instantly and keeping response times low.
24/7 availability
No matter the hour, the chatbot is there to help — ensuring smooth customer experiences, even during high-traffic sales periods.
Automated ticket creation
With automated ticket creation through Zendesk, human agents save time on admin and can dive straight into more complex cases.
Satisfaction that keeps growing
Customers love the mix of speed, personality, and clarity. Bot satisfaction scores continue to climb – showing that helpful can still be fun.
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