Who Egross is
Egross is a Romanian wholesale store. From its warehouse in Voluntari, just outside Bucharest, it sells toys, school and office supplies, footwear, textiles, decorations and household goods in bulk.
Most products are sold in packs. Plush toys come in sets of 4, slippers and galoshes in sets of 12 with mixed sizes, while the price on the site is shown per piece.
Sold in packs, priced per piece
A catalogue of more than 3,400 products, sold in packs, raises the same questions again and again. How many pieces are in a set? Is the price per piece or per pack? Can I choose one size? How much does delivery cost, and can I pick the order up from the warehouse?
Without an assistant, each of those questions means a phone call or an email to a small team.
The questions that keep coming back
- “Is this the price for one, or for the whole pack?”
- “Which sizes are in the set of 12?”
- “Do you sell this material by the metre?”
- “Can I pick my order up from the warehouse in Voluntari?”
- “How much is delivery, and do you ship outside Romania?”
- “What can I get for school on a small budget?”
How Dori answers
Dori answers every shopper in Romanian, day and night, using Egross's own products, prices and policies. It explains the pack rules clearly, so a shopper knows they are buying a set of 12 in mixed sizes before they reach checkout.
A short quiz at the start helps shoppers who don't know the catalogue: they say what they need and their budget, and Dori shows three matching products. From there it can add products to the cart, remove the ones the shopper no longer wants and confirm the total.
When a question needs a person, such as a cancelled order or a special request, Dori gives the shopper Egross's email and phone number instead of guessing.
4 chats that ended in an order
Summaries of real chats on egross.ro, with shopper details removed.
Shopper: Used the quiz to find discreet outdoor lights, no longer than 5 metres.
Dori: Showed three 5-metre options and added the warm white string lights to the cart.
The shopper checked out with the lights and an air fryer.
Shopper: Asked which perfumes were on promotion.
Dori: Showed the promoted perfumes, then removed a room freshener and a deodorant from the cart at the shopper's request and confirmed the new total.
The shopper ordered the perfumes.
Shopper: Looked for art supplies for middle-school pupils.
Dori: Recommended several watercolour sets, including a 16-colour set.
The shopper placed a large back-to-school order that included the recommended set.
Shopper: Searched for leggings, cotton underwear and thin children's beanies.
Dori: Found the products and added them to the cart during the chat.
A large wholesale order followed.