Study case
How Fraisiers de France structured its e-commerce growth using a conversational agent
How can we provide clear, instant, and local information to millions of passengers who use regional trains every day?
Fraisiers de France is an e-commerce company specialising in the sale of strawberry plants and related solutions for private individuals and gardening enthusiasts.
CONTEXT FRAISIERS DE FRANCE
The key role of customer relations in the economic model
With the development of its online business, Fraisiers de France has seen a significant increase in the volume of recurring customer queries: product availability, warranties, pre-purchase information, order tracking. Part of the support was provided by an outsourced call centre, charged at approximately £1 to £2 per call. This model generated high costs, dependence on schedules, and sometimes frustration on the part of customers when responses were not immediate.
PROBLEM
The importance of reducing support costs while maintaining the best shopping experience
Before the chatbot was implemented, several obstacles limited overall efficiency: • Customers had to call or send an email for simple questions. • Responses depended on the timetable and availability of support. • Each interaction generated a direct cost for the company. • The manager and support staff were called upon for matters of low added value. Fraisiers de France was seeking a solution capable of automatically responding to recurring requests, while remaining simple to deploy and administer.
Download the Fraisiers de France case study in PDF format.
SOLUTION
A chatbot designed as a first level of customer relations
Fraisiers de France has deployed a Botnation chatbot directly on its e-commerce site, available 24/7.
Today, chatbots act as intelligent filters, reducing the burden on human support while streamlining the customer journey.
The chatbot ensures
Automatic answers to frequently asked questions: product availability, warranties, general information before purchase
Smooth and intuitive conversational interface, more natural than standard e-commerce modules.
Quick implementation: approximately 30 hours of work over one week, with several iterations to refine the scenarios.
Deploy your conversational agent
Deploy your conversational agent
Deploy your conversational agent
ÉRICK CIRAUD
Co-Founder & Managing Director
The conversational agent has become an indispensable complementary tool in our e-commerce business.
The agent operates autonomously and answers most of the questions that customers ask over the phone. This results in less frustration for customers, greater efficiency for teams, and continued business growth without the need to work harder.
RESULTS
Automated customer relations to drive growth
The deployment of the Botnation chatbot at Fraisiers de France marks a key step in structuring e-commerce customer relations.
Automated customer relations to drive growth
The deployment of the Botnation conversational agent at Fraisiers de France marks a key step in structuring e-commerce customer relations. The chatbot becomes a permanent point of contact, capable of absorbing seasonal peaks without weighing down the organization.
Transforming customer support into a lever for e-commerce performance
By immediately answering recurring questions (availability, warranties, pre-purchase information), the chatbot reduces friction at the decisive moment. Visitors are reassured, move faster through their journey, and make purchasing decisions with greater confidence.
Transforming customer support into a lever for e-commerce performance
By immediately answering recurring questions (availability, warranties, pre-purchase information), the chatbot reduces friction at the decisive moment. Visitors are reassured, move faster through their journey, and make purchasing decisions with greater confidence.
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