When you fall asleep at night and lay your head on your pillow, you\u2019re probably 1000 leagues away from imagining all the technology swarming beneath your ears\u2026 And yet: there\u2019s so much to know about pillows, eiderdowns and other evening comforts! Since 1870, the French manufacturer Castex has been offering essential night-time accessories (comforters, linens, bolsters, etc.) at unrivalled value for money. <\/p>\n\n
The family-run company was faced with a classic e-commerce problem: the technical specifications of its products are vast and highly specialized, leading \u2013 on the one hand \u2013 to a lack of understanding on the part of some Internet users, and \u2013 on the other hand \u2013 to a flood of inquiries from these users. As you can see, there\u2019s a very simple system that can be put in place to remedy this latent waste of time: the chatbot! On the one hand, this automated conversational tool provides clear information, and on the other, it automates over 80% of the most common questions, saving customer service teams a huge amount of time, enabling them to concentrate on higher value-added issues. <\/p>\n\n
Castex\u2019s marketing department turned to us to configure their tool and meet their needs. Six months later, it was time to take stock of the situation and get some feedback. B\u00e9atrice Nalpas-Cala, Director of Marketing and Communications, agreed to answer our questions! <\/p>\n\n