Case Study: How Jomashop's Knowledge Graph Delivers a Luxury Experience at Scale

When you're moving millions in luxury watches and jewelry, every customer conversation matters. For Jomashop, one of the world's largest online luxury retailers, that reality created both a massive opportunity and an operational nightmare. With hundreds of daily Instagram DMs from customers asking about products, availability, and pricing—each potentially representing a thousand-dollar sale—their lean social media team faced an impossible choice: hire extensively or miss revenue opportunities.

They chose a third option: amplify their existing team and build a custom Jomashop Knowledge Graph combined with AI-powered conversational marketing agents.

The Challenge: High-Value Conversations, Limited Resources

Volume Meets Value

Jomashop's social media presence attracts serious luxury shoppers. Every DM represents genuine purchase intent for high-ticket items. But managing this volume with a small team creates several critical pain points:

Response Time Bottlenecks: Product inquiries required quick, accurate responses to capitalize on purchase intent, but research and response times were consuming entire workdays, or leaving customer messages unanswered. In the luxury market, where customers expect white-glove service, delays of even a few hours could mean losing a sale to competitors.

Language Barriers: As an international retailer, Jomashop regularly receives DMs in multiple languages. With 14% of all customer messages arriving in Spanish alone, the team found themselves spending valuable time translating rather than selling.

Opportunity Cost: Every minute spent answering basic questions about shipping policies or product details was a minute not spent nurturing high-value customers.

Inconsistent Experiences: With team members handling responses differently, customers received varying levels of service depending on who answered their message and when they reached out.

The Stakes of Inaction

For luxury retailers, the cost of poor customer service extends beyond individual lost sales. In an industry built on reputation and relationships, every unresponded message or delayed response potentially impacts:

• Brand perception: Luxury customers expect immediate, personalized attention
• Customer lifetime value: A disappointed first-time shopper won't become a repeat customer
• Word-of-mouth marketing: Negative experiences spread quickly in luxury communities

The Solution: A Custom Knowledge Graph Powering Luxury Service at Scale

Rather than expanding their team or accepting the limitations, Jomashop has partnered with Tildei to build a comprehensive and custom Brand Knowledge Graph. Tildei pulled in real-time inventory, complete product descriptions, editorial assets, Jomashop's support center, and current promotions. Their Brand Knowledge Graph has the data needed to handle the complexity and nuance required for luxury retail conversations.

Building a Sophisticated Marketing AI Agent

This wasn't about implementing a basic chatbot. Jomashop's team worked with Tildei to create a sophisticated conversational marketing agent trained on their custom Knowledge Graph, which incorporates an extensive product catalog, brand voice guidelines, and customer service protocols. The agent is designed to:

Understand Luxury Context: Trained on Jomashop's specific product knowledge, the agent could discuss intricate details about watch movements, jewelry craftsmanship, and authenticity guarantees that luxury customers demand.

Maintain Brand Voice: Every response reflects Jomashop's professional, knowledgeable tone while adapting to individual customer communication styles.

Drive Sales, Not Just Support: Unlike traditional customer service tools, the agent is optimized to turn inquiries into sales opportunities through personalized recommendations and conversation extension.

Implementation Across Multiple Touchpoints

Tildei's platform allows Jomashop to deploy its marketing agent across its Instagram presence while maintaining seamless handoff capabilities for complex situations requiring human intervention.

Instagram Integration: The agent monitors and responds to DMs in real-time, ensuring no customer inquiry goes unanswered regardless of time zone or business hours.

Multilingual Capabilities: Automatic language detection and response in customers' preferred languages eliminates translation bottlenecks and creates more inclusive experiences.

Smart Escalation: For situations requiring human expertise—such as custom orders or complex technical questions—the agent seamlessly transferrs conversations to appropriate team members with full context.

Results: Transforming Customer Experience and Business Operations

Immediate Operational Impact

The implementation of Tildei's Knowledge Graph enables Jomashop to power a conversational marketing agent at scale. It creates immediate, measurable improvements across Jomashop's social media operations:

Response Time Revolution: Customers who previously waited minutes, hours, or even days for responses now receive instant engagement, dramatically improving first impressions and maintaining purchase momentum.

24/7 Availability: The agent provides consistent, high-quality responses regardless of time zone, weekend, or holiday schedules, capturing international sales opportunities that would have been lost.

Language Accessibility: Tildei agents speak the languages of your customers. Spanish-speaking customers who represent 14% of all inquiries for Jomashop now receive native-language responses instantly, expanding Jomashop's effective market reach and improving customer satisfaction.

Sales and Engagement Metrics

Jomashop reports significant improvements in:

Conversation Completion Rates: 5 times more customers stay engaged through entire conversations rather than dropping off due to slow responses.

Average Order Value: The agent's ability to suggest complementary products and upgrades increases typical purchase amounts.

Customer Satisfaction: Faster, more comprehensive responses lead to improved customer feedback and reduced complaint rates. Jomashop is able to respond to customers in 8 seconds compared to their previous efforts taking over 24 hours.

Team Efficiency: Tildei handles 73% of Jomashop's customer chats, allowing team members to focus on high-value activities like influencer partnerships and customer relationships rather than repetitive question-answering. 

Scaling Luxury Without Losing the Personal Touch

Jomashop's transformation illustrates a fundamental shift in how retailers can approach customer engagement. By partnering with Tildei in building their brand Knowledge Graph, they solved the classic retail dilemma: how to provide personalized, high-quality service at scale without compromising the premium experience that defines their brand.

The results speak for themselves: instant multilingual responses, 24/7 availability, and sales-focused conversations that turn every Instagram DM into a potential revenue opportunity. But perhaps more importantly, Jomashop has positioned itself to scale easily into other channels like web, SMS, Facebook, WhatsApp, and more using its custom Brand Knowledge Graph and Tildei.

As customer expectations continue to rise and competition intensifies, the ability to deliver sophisticated, personalized conversations at scale will separate industry leaders from followers. Jomashop's adoption of an AI accessible Knowledge Graph enabled them to provide conversational marketing experiences at scale. Using this method hasn't just improved their operations, it's established a sustainable competitive advantage that will serve them well as the retail landscape continues to evolve.

Ready to build your Brand Knowledge Graph and transform your customer conversations into sales opportunities? Schedule your Demo with Tildei here.