Our Client
A leading fashion retailer
The challenges our client faced
The retail company struggled to provide seamless, personalised support as customer interactions increased across multiple channels. Fragmented data and repetitive queries led to delays, generic responses, and reduced engagement and retention. The retailer faced a wide range of challenges:
- It was impossible to have a unified, coherent view of a customer, as their information was scattered across websites, social media, and CRM systems.
- The lack of integrated data also made it difficult to understand customer behaviour or predict intent.
- Support interactions and product recommendations were generic, reducing engagement and conversions.
- Support teams were overwhelmed by high volumes of order tracking, returns, and product inquiries.
- Response times were delayed during peak periods like sales and festive seasons.
- Repeat purchase and loyalty were reduced, due to limited proactive customer contact.
Our solution: integrate the Lola conversational chatbot with the CDP
We partnered with the retailer to deploy Lola, our advanced conversational AI chatbot, to address their customer support and engagement challenges. Lola was integrated with the customer data platform (CDP) to deliver personalised, data-driven experiences. The combination delivered all these benefits:
- Unified customer profiles by consolidating data from websites, social media platforms, and CRM into a 360° view.
- Personalised chatbot interactions using browsing history, purchase patterns, and preferences.
- Automated responses to FAQs about orders, returns, payments, and product information.
- Proactive product recommendations to boost cross-sell and upsell.
- Real-time order updates through integration with order management systems.
- Segmented customer lists for targeted campaigns based on value, risk, and behaviour.
- Real-time analytics to track sentiment, engagement, and campaign effectiveness.
- Complex queries were escalated to live agents with full context for seamless support.
Results
By combining Lola with the existing CDP, we transformed customer support and engagement for our client:
- Customer engagement increased by 35% through personalised interactions.
- 60% of routine queries were automated, reducing manual workload.
- Response times improved by 70%, even during peak traffic.
- Repeat purchases grew by 25% due to personalised recommendations.
- Cross-sell and upsell opportunities improved with targeted suggestions.
- Real-time analytics provided actionable insights to optimise marketing campaigns.
Client comment
“Lola has transformed how we engage with our customers. With integrated CDP insights, every conversation feels personal – whether it’s product recommendations or order support. We’ve seen remarkable growth in customer satisfaction and loyalty.”
Head of Digital Experience
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