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.

Datesince 2021
Domain support
Objectivesupporting 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