Case Study: Leroy Merlin

Google Business Messages
a supporto del servizio clienti

Industry: retail

Case Study: Leroy Merlin

Google Business Messages to support customer service

Industry: retail

The challenge

For Leroy Merlin, we set ourselves the challenge of increasing customer loyalty to the physical store by communicating in a simple and efficient way.

In detail:

  • Enhancement of Google My Business and corporate Google Maps channels to allow customers to contact a physical point in the territory (store, branch)
  • Improving users' customer experience through a smart communication channel
  • Centralising the management of requests on a channel that, by its very nature, is decentralised

How we met the challenge for Leroy Merlin

Phygital Process: Chatbot + LiveChat

To achieve the goals of this challenge we have:

  • Connected the chat service to all physical points on Google Maps
  • Created 'Google Compliance' bot in compliance with service guidelines
  • Managed livechat with operator on Omnichannel platform


Our partnership with Google Business Messages ensured speed and consistency in the implementation of the service.

Solutions adopted

stip

Tools used

Chatbot

Livechat

Achievements

Shifting Google interactions and saving on telephone management

The use of bot systems, linked to Google Business Messages chat, also made it possible to:

  • managing first-level information automatically, via FAQ or moving to self-management on the personal area of the site (38% of total interactions);
  • automate appointment management in the branch;
  • manage single store/branch promotions;
  • acquire leads for up and cross selling.
Google interactions moved from phone to chat
0 %
Saving on managing chat interactions compared to telephone
0 %
On TMG operator, thanks to prior data collection
0 %

Make your company a successful case study in the customer experience journey.

Fill in the form and get in touch with us, you will be contacted by one of our sales staff.

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Make your company a successful case study in the customer experience journey.

Fill in the form and get in touch with us, you will be contacted by one of our sales staff.

Together we will create a path to redesign, improve and add value to your customer's experience.

Call2Net is the consulting firm specialising in innovative customer interaction solutions. Since 2007, Call2Net has revolutionized the traditional contact centre model by adopting phygital processes to always guarantee its customers an excellent customer experience.

Contacts

Call2Net S.P.A.
Legal and operative headquarters:
Viale Edoardo Jenner, 55
20159 Milano
P.IVA e C.F. 03751840277
Cap. Soc. 354.100€ i.v.

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