Elena Kowalski
Head of Customer Success · Chatonbo
Elena heads Customer Success at Chatonbo, helping hundreds of teams across e-commerce, support, real estate, legal, and healthcare turn chatbot deployments into measurable ROI. She writes about the playbooks that consistently work across industries - from reducing support ticket volume to capturing after-hours leads - and the ones that quietly waste budgets. Before Chatonbo, Elena managed customer success at a global SaaS support platform.
Articles by Elena
Do Shoppers Ask Chatbots for Discounts? Yes, More Than Anything Else (2026 Data)
On live online stores, 7.0% of all visitor messages ask for a discount or promo code, ahead of product recommendations (4.7%), price (4.6%) and order status (4.2%). Here is what the data says and how a store should answer.
Order Tracking Questions in Store Chat: 4.2% of Messages, 16% Answered Badly (2026 Data)
"Where is my order?" is the fourth most common thing shoppers ask a store chat, and the one the assistant most often gets wrong: 16% of order-status questions ended without a usable answer. Here is why, and what a good answer needs.
Do Website Visitors Want a Human Instead of a Chatbot? Only 1% Ask (2026 Data)
The fear that visitors reject an AI assistant does not show up in real conversations: 1.0% of 5,470 chats asked for a human, and 1.3% of storefront messages. What matters is what happens to that 1%: before we changed it, 40% of those requests dead-ended.
Multilingual AI Chatbot: How to Support Customers in 50+ Languages
One AI chatbot that auto-detects each visitor's language and replies in it. Serve customers in 50+ languages - no duplicate bots, included on every plan.
How Multilingual AI Chatbots Are Opening Global Markets
Serving customers in their own language used to require hiring multilingual teams. In 2026, AI chatbots handle 50+ languages fluently out of the box.
How Shopify Stores Are Using AI Chatbots to Increase Sales by 25%
From product recommendations to cart recovery, AI chatbots are becoming the highest-ROI tool for Shopify merchants in 2026.
Customer Support Automation in 2026: What Works and What Doesn't
Not all support automation is created equal. We break down the strategies that actually reduce ticket volume without frustrating customers.
Integrating AI Chatbots with Zendesk, Zoho, and HubSpot: A Complete Guide
Your AI chatbot shouldn't be an island. Learn how to connect it to your existing CRM and helpdesk tools for a seamless workflow.
The Small Business Owner's Guide to AI Chatbots in 2026
You don't need a big budget or a tech team to deploy an AI chatbot. This guide walks small business owners through everything, from choosing a platform to going live.
AI Chatbots for SaaS: Reducing Churn and Boosting Trial Conversions
SaaS companies face unique challenges: converting free trials, reducing churn, and scaling support. Here's how AI chatbots address all three.
How to Add an AI Chatbot to Your WordPress Site in 2 Minutes
A step-by-step guide to installing an AI chatbot on WordPress - no coding required. Works with any theme and all major page builders.
Fighting Cart Abandonment with AI: How Chatbots Recover Lost Sales
70% of online shopping carts are abandoned. AI chatbots are proving to be the most effective real-time intervention for recovering these lost sales.
How to Add a Chatbot to Wix in 2026
A complete step-by-step guide to installing an AI chatbot on your Wix website. No coding required - just copy, paste, and start converting visitors into leads.
AI Chatbot vs Live Chat: Which Is Right for Your Business?
AI chatbots and live chat each have strengths. This detailed comparison helps you choose the right approach - or the winning combination of both.
How to Reduce Customer Support Costs with AI in 2026
Customer support costs are rising, but AI offers a proven path to significant savings without sacrificing quality. Here are the strategies that work.
After-Hours Website Chat Statistics 2026: 39% of Conversations Start When Nobody Is Working
We analyzed 5,470 real website chat conversations. 39% started outside 9:00 to 18:00 local time and 24.7% on a weekend. Here is what those visitors ask and what a small team should do about it.
Order Tracking Questions in Shopify Chat: How to Answer "Where Is My Order" Automatically and Honestly
Order status is 7.8% of Shopify chat conversations and 5.8% of all opening messages. Here is how a store assistant should answer "where is my order" with live data, and what it should say when it cannot see the order.