Galeries Lafayette launched TokyWoky’s community chat.
By generating peer-to-peer interactions, they aimed to decrease incoming calls to customer support.
They started letting their customers help each other, and quickly noticed the formation of an organic community of active “coaches”. These “super-shoppers” started answering more and more questions and getting better at it. A considerable portion of these were questions that would have normally gone to customer service.
As time passed the Galeries Lafayette and TokyWoky teams also started spotting recurrent questions to which there was an easy answer. They added them to TokyWoky’s dynamic FAQ tool to give shoppers instant help on these topics.