How did Le Petit Ballon improve its customer experience via the live chat channel?

Publication date : 
20/5/2021
Update date : 
20/5/2021

Le Petit Ballon is the story of Martin Ohannessian. He started the adventure of Le Petit Ballon30 years ago, by offering wine, the drink attached to our culture, and to his native country. Indeed, he is from Lyon, so corks and a good glass of wine are things he knows! Le Petit Ballon (LPB) is an original brand that offers a new way to discover wine through a monthly subscription box system. Thanks to its renowned sommelier, Jean-Michel Deluc, the brand never stops finding new wines at the best prices. All year long, the company works with wine makers who share their creativity, projects, ideas, and love of the vine in order to make you share their different discoveries. Bought by Ventes Privées, LePetitBallon.com continues to innovate to offer you the wine you like, whatever your taste is.

Where is my package?”

The brand has two stores in Paris, but most of the customers shop online. With over 70,000 packages handled per month, Le Petit Ballon focuses on personalization and transparency towards its customers. The goal is to send customers the right information, at the right time, via reliable email notifications and a tracking page that the customer can always visit to locate their package.

Once a customer places an order, the question that comes up most often is, “Where is my package?” Indeed, whether it is an individual order or a monthly box subscription, customers want to know the tracking status of their order. That is why Le Petit Ballon has set up the Botmind virtual agent on its chat channel to respond to customers' frequent questions quickly and efficiently.

Le Petit Ballon setup a simple support automation system through an integration with the company's existing tools (CMS and Helpdesk). They deployed the virtual agent to give quick textual and contextual responses in a way that site visitors and customers found adaptable. Customers now have real-time access to the status of their purchases thanks to the virtual agent and the Shipup system, and Le Petit Ballon's customer support team receives less than 50% of frequent questions to answer. This support system is an ideal combination of automation and accurate information.

Create the best post-purchase customer experience

To ensure an optimal customer experience from purchase to delivery, the brand needs to focus on achieving a seamless journey. The brand image and editorial line are highlighted in every communication sent or displayed to the customer via Shipup and Botmind. And because we often only see the tip of the iceberg, Le Petit Ballon keeps the proactivity of its customer service at the heart of its priorities. The Shipup alerting functionality and the available logistic data become valuable for investigation and decision support thanks to a great connection with Zendesk.

Purchasing assistance made possible by the virtual agent

Customers must purchase wine that is appropriate for their tastes based on sound advice. Le Petit Ballon was, therefore, looking for a solution to give personalized advice to each of their customers on the website.

The virtual agent proved to be the most effective solution for automating responses and complementing the support teams to increase sales on the Le Petit Ballon website. It plays the role of a sales advisor on the chat channel to direct and guide visitors to the wine best suited to their needs. The virtual agent offers wine recommendations based on the answers given by the visitor via intuitive questions. The recommendations facilitate the buying process, and the virtual agent engages site visitors towards the purchase. Le Petit Ballon saves precious time and advises its customers directly on the website thanks to the Botmind virtual agent.

A quick and efficient integration from day 1

Le Petit Ballon's teams are now satisfied to have integrated the efficient and effective Botmind solution. The integration on the website was very easy, and the virtual agent quickly became a companion to help with daily sales and support. Le Petit Ballon's customer support team is delighted to have this virtual agent, which improves its customer experience every day. Thus, it can answer more questions and leaves more time to the support team for complex requests. In addition, the company implements new wines in its knowledge base to recommend them to visitors via the chat channel.

The virtual agent's combined functionality of "sales assistance" and" support automation" meets Le Petit Ballon's goals of continuing to develop while keeping a great customer experience, with the goal of remaining the French wine reference. The virtual agent improves the customer experience on their website and enhances customer satisfaction. The Botmind system, which is always evolving, saves time for internal teams (sales and support). The system also increases customer loyalty because customers appreciate being informed directly on the site and without delay.

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