Why 500+ Marketplace Sellers Switched to AI-Powered Customer Support

In January 2026, Replio crossed a milestone: 500 active sellers using AI to handle their Allegro and Empik customer messages daily. We wanted to understand what drove them to adopt AI — and more importantly, what made them stay.

We surveyed 200 of our most active users. The answers were remarkably consistent. Three pain points came up in nearly every response:

1. Time drain — 78% said customer messages consumed 2+ hours daily
2. Repetition — 85% estimated that 70%+ of questions were repetitive
3. Off-hours pressure — 62% felt compelled to answer messages on evenings and weekends

These are not niche problems. They are the reality of selling on a marketplace where response time directly impacts your visibility and ratings.

Most sellers had tried template-based tools before Replio. The problem with templates is context. A customer asking "where is my package?" needs a specific answer about their order, not a generic "your order is being processed."

What convinced sellers to switch was seeing AI pull in real order data — tracking numbers, delivery estimates, product details — and compose a response that actually addressed the customer's specific situation.

"Templates feel robotic. Customers can tell. With Replio, the AI writes something I would have written myself, just faster." — Allegro seller since 2019

Getting sellers to try AI is one thing. Getting them to stay is another. Our 90-day retention rate is 87%, which tells us the value proposition holds up beyond the initial novelty.

The features that drive retention:

• Accuracy — AI responses match what the seller would write 90%+ of the time
• Control — Every response can be reviewed before sending. Nothing goes out without approval (unless you enable the auto-responder)
• Time savings — Average daily time on messages drops from 2.5 hours to 25 minutes
• Rating improvement — Sellers see an average 0.2-point increase in their Allegro rating within 60 days

Looking at feature usage data across our 500+ users:

| Feature | Daily active usage | |---------|-------------------| | AI message responses | 94% | | Order context lookup | 89% | | DHL tracking integration | 71% | | Weekend auto-responder | 58% | | Dispute assistance | 43% | | Mass messaging | 31% |

The core loop — receive message, review AI response, approve — is what keeps sellers coming back every day. Everything else builds on top of that foundation.

Building for 500 sellers taught us a few things:

Simplicity wins. The sellers who stick with Replio are the ones who started with the simplest workflow: read AI response, click approve. Advanced features come later.

Trust is earned gradually. Most sellers start by editing every AI response. After a week, they edit maybe 20%. After a month, they approve most with one click. You cannot rush this process.

Support is personal. Every seller's store is different. The knowledge base feature — where sellers upload their specific product info and policies — is what transforms Replio from a generic tool into their assistant.

We are building toward 1,000 sellers by mid-2026. The roadmap includes multi-marketplace expansion, advanced analytics, and deeper AI personalization. But the core promise stays the same: spend less time on messages, more time growing your business.

If you are one of the 500, thank you. If you are considering joining, the free tier is the best way to see if it works for your store.