An AI assistant for EKM online shops
EKM shops and the questions customers send
EKM has hosted British online shops for more than twenty years, and many of its users are makers, gift shops and specialist retailers with a few hundred carefully described products. Their customers tend to ask detailed questions: how big, how heavy, how fragile, how to care for it, and whether it will arrive in time for a birthday.
Each of those questions is a buying signal. An assistant on the shop answers them straight away from the listings and policies you have already written, so the customer keeps moving towards the basket instead of waiting for a reply.
Making product details easy to find
Even a well-written listing cannot show every fact at a glance. Dimensions sit in a tab, care instructions in a separate page, and the glaze variation note at the bottom of the description. Shoppers on a phone rarely scroll that far.
Asked directly, the assistant pulls the right line from the right page and replies in one or two sentences. If a detail is missing from your shop, the chat log shows you exactly which question to answer next time you edit the listing.
Postage, packaging and breakages
For fragile or heavy goods, delivery worries stop more sales than price does. People want to know how items are packed, which courier you use, what postage to the Highlands costs and what happens if something breaks.
Write your packaging and replacement policy once and the assistant explains it every time, in the same reassuring words. Seasonal last posting dates can be added as an instruction and removed when the season is over.
Wholesale and custom orders
Cafés, hotels and other shops often find makers through their online store. Their messages are valuable but easy to miss among everyday questions.
The assistant can recognise a trade enquiry, ask a couple of qualifying questions such as quantity and delivery date, and save the contact details for you. You open the dashboard to a short list of real leads with the context already captured.
Learning from every conversation
Over a few weeks the saved conversations form a clear picture: which products attract the most questions, which policies confuse people and what customers wish you sold.
Those patterns make good material for new product photos, clearer listings, a fuller FAQ page or your next newsletter. The assistant serves today's customers and quietly improves your shop for the next ones.