During the Christmas holiday season, Le Petit Ballon's customer service is supported by on-demand ibbü experts and converts 33% of their visitors into subscribers.

93% customer satisfaction rate after a chat conversation with an ibbü expert
3,000 contacts handled by ibbü experts during the Christmas holiday season
6pm - 12am available login time of agents, 24/7 from 6pm to midnight

Le Petit Ballon has been using iAdvize since 2015. The brand provides chat support to website visitors looking to subscribe to reassure them and solve any blocking issues. It also uses this channel for customer service to answer questions related to wines, ongoing subscriptions, etc.

8 ibbü experts chat on Le Petit Ballon website

The challenge

Le Petit Ballon experiences a strong peak in activity during the Christmas holiday season. To face this seasonality, the brand decided to reinforce their customer service team while remaining flexible, especially during the evening and at weekends. To do so, Le Petit Ballon wanted to collaborate with brand ambassadors who know the website and the offers. An ibbü campaign was launched and shared with their user base. 60 people subscribed and 8 of them were selected for their knowledge of the brand’s concept and their understanding of Le Petit Ballon’s spirit.

“It was important for us that the people we selected were familiar with our brand and the way we communicate with our customers. We had to turn down a few people whose written expression was slightly pompous. We want to communicate with our customers in a simple, direct and friendly manner” explains Maxime Brillanceau, Customer Relationship Manager.

We are not just trying to sell products, that’s not what our brand is about. With ibbü, website visitors get authentic advice. Our ambassadors share their own experience: the feelings of excitement and amazement when they open their box!

Maxime Brillanceau Customer Relationship Manager, Le Petit Ballon

The solution

ibbü experts and professional agents chat on the same website pages. If they don’t have the answer to a question, ibbü experts can redirect visitors to the customer service team. “Our peak transactions happen during week nights and on Saturdays. Our professional agents are available until 7 pm. It’s great to have ibbü ambassadors take over after opening hours”, explains Maxime. During peak traffic, he noted a 33% conversion rate.

33% conversion rate observed during peak traffic
10 min 32 the average duration of a conversation with an ibbü expert

2 questions for Maxime Brillanceau

How do you monitor the quality provided by the ibbü service?

At first, I was looking at discussions in their conversation history. But a relationship of trust was quickly established. I recognised the friendly tone we were looking for and quickly realised that ibbü experts really love our brand. The chats were a bit like interactions between friends! And we also communicated via Slack to share information about certain operations or promotional codes. This worked really well and ensured that our communication was coherent.

What impact does ibbü have on your brand image?

We don’t want to be too salesy by overselling our product, it just doesn’t fit with our brand image. With ambassadors, the advice is authentic. They are able to communicate what our teams can’t: the real sense of amazement when they open their box and find out what’s inside, Le Petit Ballon experience! Even if a conversation doesn’t convert visitors into customers, it’s great in terms of brand image and experience. And it’s a real plus because our agents are not able to have long conversations with our customers.