How Did My Little Paris Gamify Its Customer Experience Via the Chat Channel?

Publication date : 
15/6/2021
Update date : 
15/6/2021

My Little Paris is a company that has been developing for more than ten years in e-commerce, particularly in the beauty and lifestyle box market. The company's ambition is to bring magic into its customers' daily lives through monthly subscription offers with different themes, surprises, and stories each month. Its extensive catalog comprises beauty products, fashion accessories, and other lifestyle decoration products. Very present on social networks, the brand has made its communication a strength to engage its community and develop strong links with its customers. With over six million boxes sold since its creation and over 200 partner brands, My Little Paris has established itself as a reference on the French market.

A significant increase in incoming support requests

Botmind intervenes throughout the day to support agents during daily andseasonal peaks.

The commercial success of My Little Paris is naturally associated with some challenges that relate to customer support and customer relationship management. My Little Box and Gambettes Box’s teams were receiving hundreds of customer support tickets by email and on social networks, which sometimes made it difficult to handle.. Support agents were spending too much time handling repetitive and time-consuming requests ("where's my order?", "I forgot my password", etc.), with little added value for the company.

To address these challenges and improve its customer relationship management, My Little Paris turned to Botmind ’s virtual agent, which automates responses to frequent and time-consuming questions received via chat channels.

The Synergy Between People and Technology

Integrating Botmind's virtual agent as a widget (a small bubble that customers can click to start a conversation) on My Little Box’s site was very simple and intuitive. Today, the virtual agent filters all incoming requests sent to the chat channel via the widget. Botmind efficiently handles time-consuming and repetitive requests to provide an instant and personalized response to the customer and redirects complex requests to the support team agents according to their respective specialties. In this way, the team is able to focus more on high-value requests and complex cases. By eliminating processing delays for most requests, Botmind saves a lot of time. Automatic responses for simple questions simplify ticket management, especially during peak periods.

Throughout December 2020, the Botmind virtual agent saved the supportand sales teams 47 days of work in total!

My Little Paris was able to combine the performance of the virtual agent and the expertise of its support teams on the same channel. This synergy between humans and technology allowed the company to reduce the number of frequent and time-consuming questions received on its first My Little Box site by 95%. These positive results led the company to integrate the Botmind virtual agent on its second site, Gambette Box.

Gamifying the Customer Experience Via the Botmind Virtual Agent

Beyond customer support, My Little Paris has taken advantage of all the opportunities offered by the virtual agent. The brand has set up a gamification of its customer relationship on its My Little Box site for communication and branding purposes.

Every year, during the holiday season, the company organizes an advent calendar (physical and digital) to animate and engage its community. To distinguish itself from its competitors and bring a little originality this year, the brand decided to organize an interactive and innovative contest (Christmas Clue) that takes up the Christmas spirit with a poetic touch.

The Botmind virtual agent was the perfect channel to tell this interactive story while immersing visitors in the My Little Paris universe. Setting up the game on the Botmind widget was quite intuitive. The game features the Christmas star theft: the visitor's role is to put on the Sherlock Holmes boots and find the culprit basedon clues, testimonies, and alibis communicated directly by the virtual agent.

The reception of the game from the community and the visitors to the website was very positive. Indeed, over 15,000 people took part in the contest in December. The site saw a115% increase in sessions from the launch day.

Gamifying the customer experience has also had a significant impact on customer engagement through the brand's other communication channels. For example, newsletter open rates increased by about 5%, and click-through rates nearly doubled. The Instagram post about the Cluedo operation received over 5,000 comments (a record on the My Little Box Instagram page).

My Little Paris' teams are pleased to have integrated the Botmind virtual agent to support them. Its dual functionality of gamifying the customer experience and automating support provides a unique opportunity for the brand to continue its growth and improve its conversion rate while maintaining an excellent customer experience. In the future, the company wants to continue this partnership by deploying even more features and paths to increase its automation rate and explore all the opportunities that the virtual agent offers.

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