Better customer experience and a boost in online sales for JHP Fashion

The challenge and approach in e-commerce & fashion Many webshops struggle with their customer experience and the service that goes with it. Where many physical stores succeed in delivering a perfect customer experience, this is often harder online. Many consumers still drop off online, and of the orders that are placed, an average of 15% is returned in the Netherlands. Just like in a physical store, consumers online also want to be helped in a personal way.

Many webshops struggle with their customer experience and the service that goes with it. Where many physical stores succeed in delivering a perfect customer experience, this is often harder online. Many consumers still drop off online, and of the orders that are placed, an average of 15% is returned in the Netherlands. Just like in a physical store, consumers online also want to be helped in a personal way.

JHP Fashion's marketing vision At JHP Fashion they're well aware that providing good online service is very important. They wanted to safeguard the personal advice they give in their physical store in Amstelveen online as much as possible. From that vision, Stefano Parisi, COO of JHP Fashion, was looking for a tool that could provide a solution — and his eye fell on LeadBot.

At JHP Fashion they're well aware that providing good online service is very important. They wanted to safeguard the personal advice they give in their physical store in Amstelveen online as much as possible. From that vision, Stefano Parisi, COO of JHP Fashion, was looking for a tool that could provide a solution — and his eye fell on LeadBot.

Deploying LeadBot

By deploying LeadBot, online visitors are greeted in a personal way. JHP Fashion then shows the most frequently asked questions inside LeadBot, and via the 'I have a question' button visitors can contact customer service in a very approachable way. The visitor can choose to get in touch via WhatsApp or email.

Homepage bot after clicking 'I have a question'

Homepage bot after clicking 'Most frequently asked questions'

JHP Fashion also uses several LeadBot variants that are shown on specific pages. This way the LeadBot always matches the content of the page in question.

LeadBot on the Brands page

LeadBot on the BALR page

Besides showing LeadBots on specific pages, JHP Fashion makes smart use of conditions based on day and time. This automatically loads a different text into the WhatsApp window.

WhatsApp window during opening hours

WhatsApp window outside opening hours

“With the help of LeadBot we can tackle customer questions or problems quickly and easily. The biggest difference between online customers and in-store customers is that we don't immediately know the online customers. We wanted to change that. We want to meet our online customer personally, find out what they're running into and help them in their search. Through LeadBot we've connected WhatsApp Business, so we talk to our customers quickly and easily, get to know them and help with any questions or problems. On top of that, we reduce the pressure on our phone-based customer service, answer every customer within 10 minutes, never lose customer questions outside office hours and say 'no' less often by offering customers similar products. Want to get to know your online customers? LeadBot makes it possible. ”

Stefano Parisi

COO JHP Fashion

Results

Deploying LeadBot doesn't just have a positive impact on the customer experience JHP offers online — it brings plenty of other benefits too.

• Lower pressure on phone-based customer service: visitors strongly prefer contact via WhatsApp. JHP Fashion has installed WhatsApp for Business on several PCs, so requests are neatly distributed among several customer service employees.

• Positive customer reactions: JHP Fashion receives a great deal of positive feedback from customers. Customers experience the same personal service online as in the store, because they receive personal product advice via WhatsApp.

• Boost in positive reviews: after a visitor has been helped properly by customer service via LeadBot, JHP asks whether they'd like to leave a review. Because customer reactions after this personal contact are positive, this drives a boost in the number of positive reviews.

• Higher sales and fewer returns: thanks to the approachable contact and quick handling of questions, JHP sells more. At the same time they reduce the number of returns because people now more often order the right size straight away.

Want to offer your customers better service too? Sign up now for a 30-day trial.