Le Slip Français is a company that makes and sells Made in France clothing and underwear. Its ambition is to reinvent the textile industry by supporting local jobs and know-how. From the yarn, to the final packaging and supplies, all the manufacturing is local and eco-responsible. Since its creation in 2011, the brand strives to move forward with common sense, and above all, with impeccable standards in order to have a positive impact both socially and environmentally.
A large flow of frequent and time-consuming questions
The exponential growth of Le Slip Français over the past few years has naturally brought many challenges, particularly in terms of customer support and customer experience. The support teams were often facing a large influx of incoming requests (thousands of emails and messages per month) and agents were spending a lot of time manually dealing with frequent and time-consuming questions such as "Where is my order?" and
"What is your return policy?”.
Concerned about the quality of the pre-sales and support services offered to its visitors, the brand is working hard to improve its customer relationship management and offer a unique experience to its visitors throughout the entire customer journey (from pre-sales to post-sales).
Having understood that consumers want to have a close relationship with brands, the company decided to rely on live chat to provide visitors with a faster and more personalized response.
Managing activity peaks, a balancing act
The calendar of Le Slip Français' activity and sales
Le Slip Français' activity and sales follow a very marked seasonality. Each year, the company realizes approximately 40% of its annual turnover during the Christmas period, like many e-merchants in the clothing industry. During December 2020, traffic to the brand's website doubled to reach more than 660,000 unique visitors. This influx of visitors is naturally accompanied by a large flow of requests, which require a lot of time for customer service agents to process. In order to cope with this spike in activity, the brand must be flexible and agile in managing its customer experience.
Rational automation for an irreproachable customer experience
The company was looking for a solution to support its teams and gain speed without lowering the quality of response or the well-being of its agents. Thanks to Botmind’s virtual agent, Le Slip Français was able to meet all these requirements.
The integration of Botmind’s solution in the form of a widget (a small bubble that can be clicked on to start a conversation) was quick and intuitive, which has enabled the company to quickly automate responses to frequently asked questions via live chat and support human agents in their daily work. This allows agents to focus only on complex and high value-added requests.
Visitors can now reach support teams directly via live chat and be given a personalized response without delay. This has significantly reduced the contact rate (number of requests from the same customer), while maintaining a high first contact resolution rate (number of customer support requests resolved on the first response from customer support teams).
Beyond customer support, Botmind’s virtual agent also intervenes during the pre-purchase stage by facilitating access to information such as: delivery options, return policy, gift cards, size guide, etc. The brand can guide the customer through the purchasing process and thus increase its conversion rate.
The automation of customer support and sales allows Le Slip Français to continue its growth while maintaining a customer experience that lives up to its reputation and standards. Today, Le Slip Français teams can work more serenely thanks to the support of its virtual agent. Botmind enriches the customer experience and increases the satisfaction rate of visitors on a daily basis.
The virtual agent also plays an important role in the pre-purchase stage by advising customers on the company's products and services, which boosts the conversion rate and sales, especially during the activity peaks in e-commerce. In the future, Le Slip Français wants to explore the various opportunities offered by the virtual agent such as: the gamification of the customer journey or the deployment of specific workflows to play more on products’ seasonality.