How Muzéo uses Live Chat to improve Customer Relationship ?

Publication date : 
21/5/2021
Update date : 
21/5/2021

Muzéo is a company specialized in images and printing on any support. The company's ambition is to bring art to the service of design and decoration and to make places come alive with images. Since its creation in 2004, the company has provided its expertise to large hotel chains and companies to decorate and personalize their spaces. The company carries out approximately 400 projects per year throughout the world and has established itself as the European leader in the market of art reproductions!

A Large Catalog of French-Made Products

Listed as a "Living Heritage Company" (EPV) for its craftsmanship, Muzéo has an image collection of over 200,000 works of art. Muzéo manufactures its products in different formats and with different materials (canvas, fine art paper, printing on aluminum, etc.) in the company's Parisian workshops.

The company's customers can use images and photos to personalize the products they choose, whether they are paintings, lampshades, cushions, or the 500 decorative objects available on their website. With such a rich and diverse product catalog, the customer service department was receiving many inbound requests (pre-sales and customer support). The processing of these frequent and time-consuming requests occupied a significant amount of time in the daily routines of the support agents. Aware of the importance of providing a quick response to each visitor to improve their customer experience, the company decided to invest in the conversational channel to interact in real-time with its customers and site visitors. The company was looking for a solution that would allow it to automate responses to frequent and time-consuming questions while maintaining an impeccable quality of service.

How did Muzéo get rid of low value questions?

By integrating the Botmind virtual agent as a widget (a small bubble that customers can click to start a conversation), Muzéo can now automate part of its customer support. Indeed, the Botmind virtual agent supports the advisors on the chat channel by providing automatic and relevant answers to frequent and time-consuming questions and redirects complex or high value-added requests to the internal support teams. After three months of collaboration, the number of requests received via the chat channel has dropped considerably. The contact rate on this same channel has reduced from 9% to about 5%, and this is proof of the virtual agent’s constant evolution.

A consulting tool to support customers

The virtual agent also intervenes during the pre-sale stage by facilitating access to information for customers. The virtual agent can now send visitors information about the products, manufacturing process, delivery, payment, etc. Like a salesperson would do in a store (but in a less intrusive way), the virtual agent guides visitors through the purchase process. It advises customers by highlighting the best-selling products of the moment. Thanks to triggers, which are notifications displayed by the virtual agent, the company's teams can also initiate conversations with customers and engage them during their shopping journey.

Muzéo and the company's e-commerce teams can rely on the Botmind virtual agent to automate the answers to the frequent and time-consuming questions received daily. The various functionalities offered by the virtual agent have allowed the e-commerce website to optimize the customer experience in pre-sales and post-sales. The optimization has also facilitated access to information for its visitors and increases its conversion rate. In the future, the company would like to explore more possibilities by adding even more personalization to the product paths by deploying even more functionalities.

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