The European company Prozis develops their activity in France with the help of ibbü experts, available to advise online shoppers 22 hours a day on their website.
Responsible for the French market, Joao Ferreira was looking for qualified human resources to answer questions on Prozis.com at all times in France. “I wanted to find people who could answer simple questions thanks to their experience: personal trainers know the products sold by Prozis and are able to find a solution quickly“, he explains. The Community Messaging solution, tested in other countries, didn’t meet his expectations as there was not enough control.
Since January 2017, 5 ibbü experts have been advising visitors on Prozis’ website via chat. They log in to the ibbü platform in the afternoon and in the evening. This availability coincides with the increase in Prozis.com’s website traffic and business during the day. On average, conversations with the ibbü experts last 23 minutes. The questions asked by online shoppers require customised advice and cutting-edge expertise: their knowledge about the products and dosage, the adaptation of supplements according to workout objectives, etc. After a conversation with an ibbü expert, 97% of visitors say they are satisfied.
Most people who buy food supplements ask their friends, family or sports coaches for advice. That’s why we’ve chosen independent experts, able to share their advice at any time.
2 questions for Joao Ferreira
How do you monitor the ibbü service?
At first, I wanted to contact the experts personally to get to know them a bit: how old they are, what their motivation is, where their enthusiasm comes from, etc. I thought it was important for them to get a feeling about the company they were going to dedicate time to. I’ve already sent them some products so they try them our but I don’t want to influence them. I’m available if they need anything. The most important thing for me is the quality of the advice they give. And I’m very happy when I see the conversations the experts have with online shoppers.
What is ibbü’s place in your strategy?
As we face the challenges of the internet and automation, in my opinion, ibbü is the human embodiment of our business. I think that the purchase of a product is, first and foremost, the result of good human service. I really believe in this: we’ll always have customers who have doubts and questions. We need to offer a solution to meet this demand. On the expert side, I look at the additional revenue they receive with ibbü to make sure the satisfaction is mutual.