How does Mr. Moustache convert visitors into paying customers?
Founded in 2012 by three school friends, Odaje (formerly Mr. Moustache) is a France-based company with ambitions to shake up the footwear market. Recognizing the environmental impact of the industry, the company launched the Enco(re) program in 2019. This initiative places recycling at the center of its manufacturing processes. The brand collects used shoes to recycle them into future collections. Through this program, Odaje donates shoes in good condition to associations and crushes unwearable ones into raw materials for a sole called Harvest. As of now, 68% of Odaje sneakers feature this sole.
The rebranding to Odaje (october 2024), which means "Ode to Joy," reflects the company's mission to promote responsible fashion that is positive for the planet and its inhabitants.
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. 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 these frequent 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, it saved approximately 20 hours of work for the customer support teams—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 salesperson, it guides and accompanies customers in choosing 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 of the virtual agent, including triggers (notifications displayed by the virtual agent). Triggers allowed the brand to initiate conversations with visitors and increase customer interactions. The company implemented triggers on several product pages to initiate conversations with visitors and reduce customer doubts. To reassure customers during the crucial product selection stage, Mr. Moustache also deployed specific paths on pages for flagship products like the Renée or Margaux boot. These paths allow visitors to learn all about product specifics, whether it is style, composition, or materials used. Coupled with triggers, these specific paths have proven to be powerful reassurance and selling points. They offer a powerful way to engage visitors and provide them with all the information they need to make informed buying decisions.
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 enjoy a flawless customer experience. Whether during pre-sale or post-sale stages, customers can rely on the Botmind virtual agent to guide and support them. In the future, Mr. Moustache plans to deploy more specific paths to serve its visitors better 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.
Key insights
- 🤖 Virtual agent reduces workload by automating frequent inquiries.
- 🕒 Saved 20 hours in December alone for customer support teams.
- 🛍️ Triggers and paths effectively guide customers through purchase decisions.
- 🎯 Enhanced conversion rates through improved customer engagement strategies.
