Running an e-commerce business today means constantly balancing growth with the ability to provide responsive, helpful customer service. For eBee, a growing beekeeping platform serving both Ukraine and Poland, this meant finding new ways to support customers efficiently—without sacrificing the personal tone that defined their brand.
In this article, we share how we designed and built a multilingual chatbot that became a practical assistant for beekeepers—guiding them to the right products, helping track orders, and answering frequent questions directly within Telegram and Messenger.
Who is eBee?
eBee is an online platform tailored to the needs of beekeepers. The company offers a broad range of essential products—from wooden hives and wax foundations to pollen, creams, and honey extractors. As demand for its products grew, so did its support inquiries. Many customers asked about shipping options, delivery times, and product differences. These repeated questions became a bottleneck for the support team.
Operating in both Ukraine and Poland, eBee needed a customer service solution that could scale effortlessly, handle both languages, and fit naturally into the customer journey.
Identifying the challenge
Before reaching out to us, eBee’s customer service team was managing hundreds of incoming queries per week manually. Many of these were:
- “Can you ship this product to Poland?”
- “What’s the delivery fee to Ivano-Frankivsk?”
- “What’s the difference between this and that hive model?”
Each question required time, attention, and human labor. The team was struggling to keep up, especially during seasonal sales and high-demand periods.
Additionally, eBee wanted to improve customer experience on Facebook Messenger and Telegram, two of their most active support channels.
Setting the goal
Our objective was simple but comprehensive:
- Build a multilingual chatbot (Ukrainian + Polish)
- Ensure full integration with eBee’s internal CRM and logistics system
- Deliver real-time product recommendations and track orders
- Provide answers to common inquiries without human involvement
But above all, the chatbot needed to feel like a natural extension of the brand—supportive, friendly, and fast.
How we built eBee bot: the process
To deliver a solution tailored to eBee’s needs, we chose a Laravel + MySQL foundation. Laravel’s powerful ecosystem allowed us to scale quickly while keeping the bot’s backend stable and easy to manage.
We also implemented Dialogflow, Google’s natural language understanding platform, to train the chatbot on both Ukrainian and Polish inputs. We worked closely with eBee’s support team to fine-tune the tone, structure, and logic of responses.
We also implemented Dialogflow, Google’s natural language understanding platform, to train the chatbot on both Ukrainian and Polish inputs. We worked closely with eBee’s support team to fine-tune the tone, structure, and logic of responses.
Tech Stack Highlights:
- Laravel (PHP Framework): Core backend logic, routing, and API layer
- MySQL: Database for storing interactions, intents, and product data
- Dialogflow: Natural language processing for smart replies
- Telegram & Messenger APIs: Communication channels
- Admin Panel: Track chatbot performance and edit content in real time
Feature breakdown
The eBee Bot wasn’t just built to answer questions. It was designed to solve real problems:
Tech Stack Highlights
Multilingual Customer Support
Smart Product Search
Users can search for products using natural phrases like “frames for hive 300mm” or “pollen supplements.” The bot then pulls data directly from eBee’s live catalog.
Order Tracking
Through CRM integration, users can track their order status by simply typing their invoice number or name.
Shipping Info & Pricing
The bot instantly calculates delivery fees based on location and cart value.
Escalation to Human Support
When questions become complex or emotional, the chatbot hands the conversation over to a live agent without disruption.
Working closely with the client
From day one, eBee’s team was involved in shaping the bot’s tone and logic. They helped define key intents, reviewed reply suggestions, and validated responses in both languages.
We also integrated an internal admin dashboard so their team could:
- Add or update FAQs
- Track bot performance
- Review conversation logs
This made the solution self-sustaining—the eBee team doesn’t need to rely on developers for every small update.
Results that speak volumes
After just one month post-launch, the impact of eBee Bot was clear:
- 50% drop in average response time
- 35% increase in customer satisfaction (CSAT) scores
- 25% reduction in support costs
Moreover, sales reps could now focus on high-value queries and upselling instead of repeating shipping info or answering “Do you deliver to Poland?” for the hundredth time.
Integrating eBee Bot transformed our customer support processes. The chatbot efficiently handles numerous inquiries, allowing our team to focus on strategic growth.
— Oleksandr Petrenko, CEO of eBee
Lessons learned
- Multilingual support is non-negotiable for cross-border e-commerce.
- A chatbot must be tightly integrated with your internal systems to deliver real value.
- The best results come from close collaboration between developers and the client.
Final thoughts
Chatbots are more than just automation—they’re your brand’s voice. eBee Bot proved that with the right tools, thoughtful design, and collaborative development, even niche platforms like beekeeping marketplaces can offer fast, personal, and helpful support at scale.
Thinking about building something similar for your business? Let’s talk. Book a free consultation and let’s explore how automation can elevate your customer experience.
