Before
Bravissimo is a leading UK retailer that specializes in lingerie and swimwear for women with D cups and above. With a focus on providing customers with a confidence-boosting experience, the brand has developed an award-winning reputation for personable and warm customer consultations - whether by phone, email, or in-store.
But with an expansion into the US and new growth targets, Bravissimo faced a challenge: they wanted to provide the same in-store, consultative experience across several new digital touchpoints, all with three specific outcomes:
- Decrease chat abandonment rates
- Increase chat enquiries
- Increase agent utilization
Getting Talkative
To solve these issues, Talkative provided seamless integration into Bravissimo’s Mitel Contact Center. With all contact channels now routed into the same screen, advisors can manage all interactions from one place.
From there, Bravissimo deployed Talkative’s enhanced live chat, cobrowse, and video chat, all alongside their email and phone call workflows.
Bravissimo can now deliver a bespoke, consultative experience to its most high-value customers regardless of location.
After
Since getting Talkative, Bravissimo has achieved its goals and far surpassed them. In all, the retailer has seen a:
- 75% increase in the number of advisors able to service customers
- 70% increase in the number of monthly interactions
- Reduction of chat abandonment rate by 6% - far surpassing their previous target of 10%
Since implementing Talkative, Bravissimo has also launched a new chatbot to meet their rising interaction demand.
Using FAQ and NLP-powered intent recognition - with intelligent advisor hand-off - Bravissimo is even better equipped to reduce handle time by collecting key information upfront.
Furthermore, with different flows based on region and interaction data, Bravissimo can now intelligently triage their most common queries with automation. In turn, their contact center team has more time to deal with the interactions that matter most.
With Talkative’s help, Bravissimo can continue offering its industry-leading customer experience to a broader audience than ever before.
