Our Client
A prominent fashion retail brand
Challenges
The challenges our client faced
The retail brand encountered difficulties in delivering seamless, personalised customer support as interactions grew across multiple touchpoints. Disconnected data and repetitive customer queries resulted in delays, impersonal responses, and declining engagement and retention rates. The brand grappled with several key challenges:
- Customer information was dispersed across websites, social media platforms, and CRM systems, making it impossible to achieve a unified customer view.
- The fragmented data landscape hindered understanding of customer behaviour and intent prediction.
- Customer support interactions and product suggestions were impersonal, leading to lower engagement and conversion rates.
- Support teams faced overwhelming volumes of queries related to order tracking, returns, and product information.
- During high-traffic periods such as festive sales and seasonal promotions, response times suffered significantly.
- Limited proactive customer outreach resulted in reduced repeat purchases and customer loyalty.
Solution
Integrate the Lola conversational chatbot with the CDP
Our advanced conversational Ai chatbot
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 personalized, data-driven experiences. The combination delivered all these benefits:
Unified Data
Unified customer profiles by consolidating data from websites, social media platforms, and CRM into a 360° view.
Personalisation
Personalised chatbot interactions using browsing history, purchase patterns, and preferences.
Response Automation
Automated responses to FAQs about orders, returns, payments, and product information.
Recommendations
Proactive product recommendations to boost cross-sell and upsell.
Real-time Sync
Real-time order updates through integration with order management systems.
Customer Segmentation
Segmented customer lists for targeted campaigns based on value, risk, and behaviour.
Analytics
Real-time analytics to track sentiment, engagement, and campaign effectiveness.
Timely Escalation
Complex inquiries were escalated to live agents with full context for seamless support.
Our advanced conversational Ai chatbot
We partnered with the retailer to deploy Lola, our advanced conversational Ai chatbot, fully integrated with the customer data platform (CDP) to unify fragmented customer data into a single 360° profile.
Integration
This integration consolidated information from the website, social media, and CRM.
Personalisation
Enabled personalised, context-aware conversations
Contextual Responses
Automated responses to FAQs, and real-time order updates across channels
Timely Escalations
Escalated complex queries with full context
Insights
Using CDP-driven insights, Lola delivered highly personalised interactions
Recommendations
Provided product recommendations based on browsing and purchase behaviour
Proactive
Enabled proactive outreach to key customer segments.
Targeted Campaigns
The retailer used segmented lists and real-time analytics to run targeted campaigns and systematically improve engagement, repeat purchases, and cross-sell and upsell opportunitie
Result
By combining Lola with the existing CDP, we transformed customer support and engagement for our client:
- Customer engagement rose by 35% through tailored interactions.
- 60% of routine customer queries were automated, significantly reducing manual effort.
- Response times enhanced by 70%, maintaining efficiency even during peak shopping periods.
- Repeat purchase rates increased by 25% driven by personalised product recommendations.
- Cross-selling and up-selling performance improved through intelligently targeted suggestions.
- Real-time analytics delivered actionable insights for optimising marketing initiatives.
A growing telecommunications firm with a presence across multiple U.S. regions.
Results
Through the integration of Lola with the existing CDP infrastructure, we revolutionised customer support and engagement for our client:
35%
CSAT
Customer engagement increased by 35% through personalized interactions.
60%
Process Automation
60% of routine inquiries were automated, reducing manual workload
70%
Response Speed
Response times improved by 70%, even during peak traffic
25%
Customer Loyalty
Repeat purchases grew by 25% due to personalized recommendations
100%
Cross-sell/Up-sell
Cross-sell and upsell opportunities improved with targeted suggestions.
100%
Actionable Insights
Real-time analytics provided actionable insights to optimize marketing campaigns
“Lola has revolutionised our customer engagement approach. With CDP insights powering every interaction, each conversation delivers genuine personalisation – from product recommendations to order assistance. We’ve witnessed significant improvements in customer satisfaction and brand loyalty.”
Head of Digital Experience
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