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.
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.
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!
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.
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.