Success Cases
BRITA Chatbot for Product Advice and Leads
BRITA France advises on water filters in its chatbot and wins newsletter subscribers GDPR-compliantly. Two use cases in one dialog.
Goals: Resolve a complex choice in conversation
BRITA invented the household water filter in 1966 and today, with 727 million euros in revenue, around 2,400 employees and a presence in 70 countries, is one of the world’s leading providers of drinking water optimisation. 81 % of revenue comes from outside Germany. France is one of the most important international markets, served by its own country organisation with over 50 million euros in revenue.
The French market is both attractive and demanding. Bottled water is deeply embedded in consumption habits, and the motives for switching to filtered tap water vary widely: taste, limescale, chlorine, plastic avoidance, cost. In a survey by Eau de Paris, 50 % of bottled water drinkers named taste and 48 % named less limescale as the decisive factor.
For product choice that means cartridge type, replacement interval, device variant and local water hardness are all connected. Trying to resolve that across product pages and FAQs loses prospects along the way.
Results: Advice and lead generation in one dialog
On the LoyJoy platform, BRITA France brought several use cases together into one chatbot on its French website. Prospects get conversational advice on water filters and receive a recommendation that fits their situation, instead of a product catalogue.
In the same dialog they can subscribe to the newsletter, GDPR-compliantly. Advice turns directly into a marketing contact, with no channel switch and no second form.
The structural advantage lies in the platform logic. Advice, newsletter opt-in and further use cases run in one agent that the local team maintains and extends itself, without coding. A new product line or a new occasion no longer requires new campaign infrastructure.