Lurto

BACKGROUND

Please describe your company and position.

I am the CEO of a caffeine pouch retailer

Describe what your company does in a single sentence.

I run an online store selling caffeine pouches in Lithuania, Latvia, Estonia, Poland and Finland. We're a small team, so every hour spent answering the same customer questions is an hour not spent on the business.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Lurto to accomplish?

• Most customer messages repeated the same questions: which flavour or strength to choose, prices and discounts, free shipping thresholds, and where an order is. With customers in five countries we had to answer them by hand in several languages, and anyone who wrote in the evening waited until the next day.

SOLUTION

How did you find Lurto?

Online Search

Why did you select Lurto over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from Lurto were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Lurto built an AI chat assistant for our Shopify store that talks to customers in Lithuanian, Latvian and Estonian. It reads our live catalogue and prices, answers only from our own FAQ and policies, and checks an order's status once the customer gives the order number and total. It is connected directly to Shopify, so prices and availability are always current.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Routine questions are now answered instantly, at any time of day, in the customer's own language, without anyone on our side. Customers get order updates on their own, and we only step in when a question genuinely needs a person.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The project took a few weeks from start to launch. Communication was quick and straightforward, we tested a working version early, and the changes we asked for were done fast.

What was your primary form of communication with Lurto?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The assistant only answers from our real data. When it doesn't know something, it says so instead of guessing, which mattered to us because we sell a regulated product.

Are there any areas for improvement or something Lurto could have done differently?

Nothing major. A few product names needed small adjustments after launch, and they were fixed right away.