+5000Community members within a year
x6.2Conversion rate of peer to peer chat users
+4000Customers helped each month
USE CASE : KIABI
Kiabi is France’s largest value clothing retailer. It is present in 13 countries, among which Spain, Italy, Belgium, the Netherlands, Poland and Russia. It operates 400 shops along with an online shop for each of its local entities.
Kiabi’s positioning relies heavily on family and community values resulting in strong customer loyalty. They wanted to replicate this model online.
Challenge
Kiabi wanted to activate their customer community directly on their website. They felt they could leverage it to boost sales and help them improve their customer experience.
Solution
Kiabi added TokyWoky’s peer-to-peer chat to their website allowing their customers to help each other. They saw this as the easiest and most agile way to start leveraging the power of their community online.
They found their community helped them answer a lot more visitor questions than they did previously, directly impacting customer service costs and their shopper’s conversion rate.
What they hadn’t expected was that TokyWoky would also take a key role in improving their customer experience. By analyzing the thousands of questions they got every month, they were able to pinpoint conversion hold-ups they weren’t aware of until then. Their community ended up giving them continuous data-backed insights on what to improve next.
Results
- An organic community of 5000+ coaches emerged within the first year
- On average, more than 4 000 questions get asked – and answered – by Kiabi’s community every month
- By analyzing peer to peer discussions Kiabi gathers customers insights to improve customer experience on its eshop.
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