How did Le Slip Français manage to combine strong growth and high seasonality with a great customer experience!
Le Slip Français is a mission-driven company that creates and sells clothing and underwear made in France. Their ambition is to reinvent the textile industry by supporting jobs and local know-how. Since its founding in 2011, the brand has strived to move forward with common sense, maintaining impeccable standards to have a positive societal and environmental impact. This customer-centric approach and positioning as a mission-driven company enable them to offer exemplary customer support, while reinforcing their image as a reliable and credible brand.
Faced with continuous growth and high seasonality, Le Slip Français found itself faced with the challenge of optimizing the customer experience while maintaining high quality service. Keen to preserve the excellence of their responses and the well-being of their team, they sought a solution to support their customer service. That's how the collaboration with Botmind began in November 2019.
We are proud to continue working together in 2024, supporting Le Slip Français over the long term to maximize their success.
A large flow of frequent and time-consuming questions
The exponential growth of Le Slip Français over the past few years has naturally brought many challenges, particularly in terms of customer support and customer experience. The support teams were often facing a large influx of incoming requests (thousands of emails and messages per month) and agents were spending a lot of time manually dealing with frequent and time-consuming questions such as "Where is my order?" and
"What is your return policy?”.
Concerned about the quality of the pre-sales and support services offered to its visitors, the brand is working hard to improve its customer relationship management and offer a unique experience to its visitors throughout the entire customer journey (from pre-sales to post-sales).
Having understood that consumers want to have a close relationship with brands, the company decided to rely on live chat to provide visitors with a faster and more personalized response.
Managing activity peaks, a balancing act
The calendar of Le Slip Français' activity and sales
Le Slip Français' activity and sales follow a very marked seasonality. Each year, the company realizes approximately 40% of its annual turnover during the Christmas period, like many e-merchants in the clothing industry. During December 2020, traffic to the brand's website doubled to reach more than 660,000 unique visitors. This influx of visitors is naturally accompanied by a large flow of requests, which require a lot of time for customer service agents to process. In order to cope with this spike in activity, the brand must be flexible and agile in managing its customer experience.
Rational automation for an irreproachable customer experience
The company was looking for a solution to support its teams and gain speed without lowering the quality of response or the well-being of its agents. Thanks to Botmind’s virtual agent, Le Slip Français was able to meet all these requirements.
The integration of Botmind’s solution in the form of a widget (a small bubble that can be clicked on to start a conversation) was quick and intuitive, which has enabled the company to quickly automate responses to frequently asked questions via live chat and support human agents in their daily work. This allows agents to focus only on complex and high value-added requests.
Visitors can now reach support teams directly via live chat and be given a personalized response without delay. This has significantly reduced the contact rate (number of requests from the same customer), while maintaining a high first contact resolution rate (number of customer support requests resolved on the first response from customer support teams).
Beyond customer support, Botmind’s virtual agent also intervenes during the pre-purchase stage by facilitating access to information such as: delivery options, return policy, gift cards, size guide, etc. The brand can guide the customer through the purchasing process and thus increase its conversion rate.
Le Slip Français was able to harmonize its rapid growth and strong seasonality with an exceptional customer experience thanks to Botmind's virtual agent. Botmind has enabled the company to efficiently manage customer service requests during peak periods, automate frequent queries, and free up agents to focus on the most complex, high value-added requests. As a result, Le Slip Français not only satisfies its customers with fast, personalized service, but also optimizes its internal resources for greater operational efficiency.