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.