Our Client
A leading fashion retailer in the United States.
Challenges
The challenges our client faced
The retail company struggled to provide seamless, personalized support as customer interactions increased across multiple channels. Fragmented data and repetitive inquiries led to delays, generic responses, and reduced engagement and retention. The retailer faced a wide range of challenges:
- It was impossible to have a unified, coherent view of a customer, as their information was scattered across websites, social media, and CRM systems.
- The lack of integrated data also made it difficult to understand customer behavior or predict intent.
- Support interactions and product recommendations were generic, reducing engagement and conversions.
- Support teams were overwhelmed by high volumes of order tracking, returns, and product inquiries.
- Response times were delayed during peak periods like sales and holiday seasons.
- Repeat purchase and loyalty were reduced, due to limited proactive customer outreach.
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.
Personalization
Personalized 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.
Personalization
Enabled Personalized, 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 Personalized 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 increased by 35% through personalized interactions.
- 60% of routine inquiries were automated, reducing manual workload.
- Response times improved by 70%, even during peak traffic.
- Repeat purchases grew by 25% due to personalized recommendations.
- Cross-sell and upsell opportunities improved with targeted suggestions.
- Real-time analytics provided actionable insights to optimize marketing campaigns.
A growing telecommunications firm with a presence across multiple U.S. regions.
Results
By combining Lola with the existing CDP, we transformed 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 transformed how we engage with our customers. With integrated CDP insights, every conversation feels personal — whether it’s product recommendations or order support. We’ve seen remarkable growth in customer satisfaction and loyalty.”
Head of Digital Experience
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