Success Cases
Puky Chatbot for Children's Bike Advice Online
Learn how PUKY uses a chatbot to answer customer questions instantly, recommend the right bikes, and help find the nearest dealer via live chat.
Puky is one of Germany’s best-known manufacturers of children’s bicycles, selling through stationary dealers as well as its own website, where customers previously had to search for the right bike without personal advice.
Initial Situation
On the website alone, customers lacked the personal advice they would get in a bike shop when buying a bicycle. Puky wanted a central digital touchpoint that would provide this kind of support online as well.
Solution Concept
Puky integrated a chatbot with several functions on its website that does not just inform customers but guides them to the right bike: automatic answers to common consumer questions, a way to find the nearest store and the right product, and a live chat option for more specific questions.
Results
- Common consumer questions are answered automatically and instantly, with no waiting time for customers
- Finding the nearest store and the right product is now done directly via chat
- For more specific questions, the live chat option provides personal contact when it is needed