Success Cases
Puky Case Study: Chatbot for Better Service
To optimise customer service, PUKY offers a live chat for its customers with LoyJoy – providing instant support for product questions and purchase decisions.
Puky is one of the leading German manufacturers of children’s bicycles and sells its products both in bricks-and-mortar stores and via its own website.
Initial Situation
When customers had questions about their children’s bicycles, they wanted a fast, precise answer, not a long wait for a reply. Puky wanted to deliver exactly that and, on top of it, give users a way to communicate directly with Puky’s experts.
Solution
With LoyJoy, Puky built a chatbot for this purpose that helps customers directly in the dialogue. An integrated live chat function additionally allows users to communicate directly with Puky’s experts in real time, whenever a personal assessment is needed.
Results
- Customer enquiries are answered more quickly and in a more targeted manner, so customers no longer wait long for a reply
- The live chat function provides personalised advice in real time, exactly when it’s needed
- Improved service and stronger customer loyalty
Testimonial
“LoyJoy enables us to transform complex processes into intuitive chat dialogues. The flexibility and user-friendliness are unrivalled.”
Lars Sill, Head of PUKY E-Commerce