Success Cases
BRITA Product Finder Chat Improves Service
BRITA improves the customer experience with a water filter finder in chat, guiding customers to faster purchase decisions and increasing clicks and satisfaction.
BRITA, expert for water optimization and individualization, offers a wide range of water filters that customers previously had to sort through on their own to find the right model. On the LoyJoy platform, BRITA introduced a product finder to solve exactly that.
Initial Situation
Without guidance, customers found it hard to quickly identify the right water filter among so many options, and many of these questions ended up with the sales team instead. The goal was to improve the customer experience: customers should find products quickly and easily, while the sales team gets relieved.
Solution Concept
The chatbot guides users through a dialogue straight to the right BRITA product, instead of leaving them to make the choice alone. The chat was launched in four countries: Spain, France, Belgium, and the Netherlands.
Results
- A playful way to find the perfect BRITA product, no prior knowledge of the different models required
- Significantly improved service experience through the guided dialogue
- More clicks on the products, a sign that the dialogue leads to the right choice
- More satisfied consumers