Read about how Köpbarnvagn reduced their incoming customer service cases via email by streamlining their customer service on their website with giosg’s customized chat solution and other guiding interactions.
The goal 👪
Köpbarnvagns’s primary goal was to reduce incoming customer service cases via email. They wanted to achieve this while maintaining an active presence for their customers and ensuring prompt customer service that aligns with the company's vision of delivering safe customer experiences. Together, the companies began to design a well-thought-out chat solution that addresses their objectives of increased accessibility and online guidance.
The chat solution 💬
In the autumn of 2022, Köpbarnvagn went live with a customized chat solution according to their KPIs. On the homepage, there are several different ways for visitors to get answers to their questions. Either via a chatbot that covers commonly asked questions or, if the need arises, by contacting Köpbarnvagn in their live chat and receiving personal help fast.
Thanks to the customized chat solution containing a first-line-support (which captures frequently asked questions and answers) in combination with live chat, Köpbarnvagn is nowadays always available to their customers.
“Our customer service has received noticeably fewer emails as many of our customers choose to quickly ask their simple questions in the chat. It also adds a sense of security to the prospective customer who is in the buying stage at an exciting time in life.”
Desiree Wissler, salesperson with customer responsibility at Köpbarnvagn.
Desiree has worked with the tool herself and describes it as a “fantastic chat solution”. What she appreciates most about the tool is its ease of use and handling. She believes that it is a smart solution that simplifies contact with the customer, for example through the possibility of taking pictures directly in the chat, alternatively attaching pictures, and being able to easily send product links between them. Köpbarnvagn has used similar tools in the past but believes that giosg is an outlier when it comes to simplicity and accessibility.
Product recommendation quiz for strollers 👶
Köpbarnvagn's best sellers are prams, a complex product that comes with a variety of functions and designs. For a new parent, choosing a pram is a big purchase decision that often involves a lot of research and guidance. To make it easier for its customers, Köpbarnvagn went live in February with giosg’s quiz feature on their website that helps customers find the right stroller according to their needs. The product recommendation quiz is a popular feature among prospective stroller buyers.
The result 🏆
The customized chat solution has reduced the number of incoming customer service cases received via email. Köpbarnvagn estimates that the number of overall emails has been reduced by up to 30-40% since the chat and the chatbot was implemented. Also, seeing how many more customers can now serve themselves thanks to the well-designed first-line support option has resulted in fewer incoming questions overall.
The product recommendation quiz has also been a contributing factor to their increased digital presence with a 25% click-through rate to the recommended product pages after completing the quiz.
Future plans 🚀
Looking ahead, Köpbarnvagn is speculating on how they could use video chat as another way to be available to their customers. The company is reviewing whether it would be possible for the staff in-store to be able to converse with website visitors in moments of less traffic in the physical store via one-to-one live video, similar to how they work with the chat solution today.
Read more of giosg's customer stories here
Read the customer story in Swedish here
