Founded in 2012 by three school friends, Mr. Moustache is a France-based company with ambitions to shake up the footwear market. Aware of the impact of this sometimes-polluting industry, the company launched the Enco(re) program in 2019. The program is an initiative that puts recycling at the center of its manufacturing and production processes. The brand collects used pairs of shoes to recycle the mand manufacture future collections. Through this program, Mr. Moustache donates shoes that are still in good condition to associations and crushes the unwearable ones into raw materials for the sole called harvest. To date, 68% of Mr. Moustache sneakers possess this sole.
Tedious Processing of Frequent and Time-Consuming Requests
Botmind intervenes throughout the day to support agents during daily and seasonal peaks.
Driven by a growing volume of inbound requests and a heavy workload for their support agents, the company decided to turn to the Botmind virtual agent to assist their support teams. Indeed, among the most frequently received requests, the company noticed an increasing number of frequent and time-consuming questions such as, "where is my order?" and “what are your shipping costs?”
Today, the virtual agent provides quick answers to frequent and time-consuming questions and redirects complex queries to the support team.
This system allows support advisors to focus on complex, high-value requests and provide personalized support to customers. The virtual agent's simple integration enables the company to handle peak Christmas season activity quickly. By reducing processing times for most requests, the virtual agent saves an unprecedented amount of time. In December, the virtual agent saved approximately20 hours of work for the customer support teams. That is 20 more hours spent pampering customers and making more sales!
Our virtual agent provides easy access to information at every stage of the shopping experience. Like an in-store sales person, it guides and accompanies customers to choose the pair of shoes that best suits their needs. It automatically answers questions about products, size guides, payment, returns, etc., allowing the company to optimize its customer experience and boost its conversion rate.
From the first few weeks of use, Mr. Moustache took advantage of all the features ofthe virtual agent, including triggers (notifications displayed by the virtualagent). Triggers allowed the brand to initiate conversations with visitors and increase customer interactions. The company implemented triggers on several product pages to initiate the conversation with the visitor and reduce customer doubts. To reassure the customer during the crucial product selection stage, the company also deployed specific paths on the pages of the brand's flagship products, such as the Renée or the Margaux boot. These paths allow visitors to learn all about the specificities of the product, whether it is the style, the composition, or the materials used. Coupled with the triggers, these specific paths have proven to be powerful reassurance and selling points. They offer a powerful way to engage the visitor and provide them with all the information they need to make the best buying decision.
By implementing Botmind’s virtual agent, Mr. Moustache can combine technology and people in the same channel. Support teams can work more serenely, and visitors can enjoya flawless customer experience. Whether it is during the pre-sale or post-sale stage, customers can rely on the Botmind virtual agent to guide and support them. In the future, the company will deploy more specific paths to serve its visitors and exploit even more features such as gamification of the customer experience. At Botmind, we are very proud to assist Mr. Moustache in its goal to offer fair and elegant products.