About

Bodylab is one of the leading Nordic brands within supplements and functional nutrition. With a broad product portfolio and a rapidly growing customer base, the company serves both experienced athletes and newcomers seeking guidance on nutrition, training, and supplementation.

As the business scaled, Bodylab needed a solution that could both improve service quality and help customers make informed product choices - without increasing the workload on the customer service team

The Challenge

Bodylab experienced a growing volume of customer inquiries across email and phone, many of which were repetitive in nature.

At the same time, customers increasingly expected:

• Guidance on supplements and training

• Help choosing the right products for their goals

• Fast answers during the buying journey

The challenge was to support customers throughout the decision process while reducing pressure on traditional support channels.

The Approach

We worked with Bodylab to develop an AI solution designed to support customers throughout the buying journey while reducing pressure on customer service.

The AI was designed to:

• Guide customers to relevant products based on their goals and needs

• Answer nutrition and training-related questions in a consistent, reliable way

• Generate personalized nutrition plans based on user input

• Enable self-service order tracking directly in the chat

The Solution

Following implementation, Bodylab achieved measurable improvements across both support efficiency and customer engagement:

• 33% reduction in email and phone inquiries

• 3,000+ automated customer conversations per month

• Improved customer experience through faster answers and more engaging, personalized dialogue

Takeaway

The Bodylab case shows that effective AI in e-commerce is not just about answering support questions.

By combining product recommendations, domain expertise, and self-service functionality in a single interface, Bodylab has been able to reduce support load while delivering a more helpful and engaging customer experience at scale.