Case Study

Leroy Merlin

Leroy Merlin improved Customer Service efficiency by 80% in 8 weeks.

Industry:

Retail

Solution:

Customer Assistant

Integration:

About

Leroy Merlin is one of Europe’s largest home improvement and gardening retailers, with stores in 12 countries. An increasing share of their 300 million worldwide customers is progressively shifting to online shopping. Leroy Merlin’s customers deemed crucial the ability to engage with the brand during the purchasing experience actively – to help navigate technical questions, product specifications, logistics, and delivery.

Challenge

Implementation of AI chat assistant, integrated with the CRM, to allow customers to resolve their questions without waiting for an available agent. Besides FAQs, Leroy Merlin allows customers that reached out via chat to autonomously: Locate the nearest store; obtain technical product specs in real time; manage orders and a live shopping cart; schedule delivery and service requests; manage the user account & loyalty program.

Solution

Automaise implemented an AI chat assistant, integrated with the CRM, to allow customers to resolve their questions without waiting for an available agent. Besides answering frequent questions, Leroy Merlin allows customers that reached out via chat to autonomously: Locate the nearest store; obtain technical product specs in real time; manage orders and a live shopping cart; schedule delivery and service requests; manage the user account & loyalty program.

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Main achievements

80%

Self-service rate achieved in 2 months

90% improvement in ​ First Response Time​
10% improvement in CSAT​