By deploying a chatbot on its e-commerce site, Manufacture Castex now helps every visitor choose the right products, reduces shopping cart abandonment, and eases the burden on its customer service team.

1 million

messages exchanged since the launch

42000

Unique users per year

+150%

Add to cart via the chatbot

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THE BACKGROUND: CASTEX MANUFACTURING

A technical catalog that was holding back conversions

Manufacture Castex is a French manufacturer of high-end duvets, pillows, and comforters, renowned for over 150 years for its expertise in natural down.

Through its e-commerce site, the brand aims to offer a shopping experience that lives up to its image: seamless, personalized, and trustworthy.

However, the technical nature of the catalog—including heat ratings, loft, fill, and weight—made the shopping experience more complicated. Despite detailed product descriptions, customer service was receiving an increasing number of recurring questions.

Visitors were often left waiting, especially in the evenings and on weekends, because they didn't receive an immediate response.

CHALLENGE

Convert without overloading the medium

Castex faced a twofold challenge: improving the online shopping experience while reducing the workload on its teams.

The objectives were clear: - Guide each visitor to the product best suited to their needs
- Provide instant answers to technical questions (composition, care instructions, delivery times)
- be available during key online shopping times, evenings, and weekends
- free up customer service to handle high-value-added requests

Castex was looking for a solution capable of removing barriers to purchase in real time, without replacing human interaction when it is necessary.

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Download the Castex case study in PDF format

Download in PDF format

SOLUTION

A chatbot to assist every shopper

Manufacture Castex has partnered with Botnation to launch a custom chatbot designed to serve as a digital advisor available every day of the week, around the clock.

Available directly on the website, the agent guides each visitor through the entire purchasing process.

In particular, it allows you to :

help the customer choose the duvet, comforter, or pillow that best suits their needs (warmth, intended use, budget)
provide instant answers to frequently asked questions about ingredients, care, or delivery
reassure and encourage customers to add items to their cart at every stage of the shopping experience
forward complex requests to customer service for personalized assistance

By automating the initial stage of consultation, teams can focus on providing premium support.

Deploy your conversational agent

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BÉATRICE NALPAS CALA

Director of Operations

Our chatbot is a true sales ally.

With its immediate and constant responsiveness, it meets the goal of providing continuous service and optimizing real-time processing 24 hours a day.

The customer service team was relieved and regained the time needed to provide meaningful assistance to customers whom the chatbot had been unable to help.

Book a demo

Try for free

RESULTS

Boosted conversion rates, streamlined support

Since its launch, the Botnation chatbot has become a measurable driver of growth for Manufacture Castex.

A sharp increase in items added to the cart

By guiding each visitor to the product that best suits their needs and addressing their questions in real time, the chatbot has increased the number of items added to shopping carts by 150%. Visitors are less hesitant, have a better understanding of the product catalog, and are more likely to make a purchase.

A significant reduction in dropouts

Technical questions about product composition, care instructions, or delivery times are now answered immediately, even in the evenings and on weekends. The result: fewer hiccups along the way and fewer customers dropping out of the process.

Customer service focused on value

By handling repetitive inquiries, the chatbot has alleviated the workload on customer support. Castex teams can now focus their time on complex issues and premium support, thereby enhancing the quality of customer service.