La Redoute
24/7 multilingual customer support
The move to Switzerland by La Redoute, a leading e-commerce player in France, has created new challenges for the support team, who have to respond in three languages. We designed and set up a bot to answer common customer questions. Since 2023, the chatbot has also included a live chat function on the support platform.
| Date | since 2021 |
| Solution | e-commerce |
| Domain | support |
| Objective | supporting customers, optimising support |
Key points
- 24/7 multilingual help channel
- 20% of cases handled automatically
- LiveChat for more complex tickets
- Increase in NPS and customer satisfaction
- Integration with CRM and customer care systems