Jean Louis David is the largest hairdressing group in Poland and Europe, and the second largest in the world. The brand manages a network of over 1000 prestigious hair salons in 30 countries around the world, constantly developing through a franchise system. In Poland, there are 70 Jean Louis David hair salons.
Jean Louis David services are hugely popular in Poland and their solons are present on major high streets and as well as in busy shopping malls. Previously, customers who wanted to arrange a hair or beauty appointment by phone had to contact a central helpline and speak with an agent. Helpline was open 7 days a week, but it was not available in the evenings and during holidays. What’s more, when many customers called at the same time, the waiting time increased significantly. As a result, customers were impatient and unsatisfied.
Provalliance Poland, the owner of Jean Louis David brand, decided to implement a virtual assistant allowing customers to arrange, cancel or postpone appointments over the phone at any time of day or night, without having to speak to a call centre agent. Virtual agent was built using Talkie, our AI powered voice and chat bot platform.
Customers expect that the helpline, is always available when they need it – including the evenings and holidays. It comes as no surprise that they also do not want to wait long on the line to make a booking or get information. Therefore, we decided to adjust our service to the needs of our clients and we implemented a virtual assistant, available at any time of the day and regardless of the number of callers – said Tomasz Bączyk, member of the Management Board of Provalliance Poland.
Using the system is very easy for users. Customers who call Jean Louis David helpline are connected to a virtual assistant who is able to understand and communicate in Polish. Virtual assistant can arrange, cancel or postpone an appointment at any time of day or night as the system is available 24 hours a day, 7 days a week and 365 days a year. Virtual consultant also answers questions regarding services available in a particular hair salon. As it can talk to multiple customers at the same time, every call is answered immediately, limiting waiting time for the connection to minimum – which is particularly important during seasonal or daily peaks. The assistant allows the business to maintain a steady, high quality level of service.
Thanks to the use of artificial intelligence (AI) solutions, virtual assistant is able to recognize and greet the customers she is familiar with by their name. It also understands what service the customer is interested in for and can check if it is available in a particular hair salon. It also verifies available dates and if the date provided by the customer is already taken, the virtual assistant offers alternative hours or hair salons. Virtual consultant also provides information about the services offered in hair salons and their opening hours. After arranging the date of the appointment, the assistant makes a reservation in the system. It can also postpone or cancel the visit, or recall the details of the reservation. To summarise the booking details, it sends the client a text message confirming the visit.
For the network of hair salons, contact with a customer and arranging appointments is an extremely important part of the business, because it has direct impact on revenues,” – said Paweł Lipiński, founder and CEO of Pragmatists. Talkie is our tailor-made voice communication platform. We are proud that Jean Louis David has implemented our solution in the company’s key organizational process.
Talkie enables optimization of processes within the company and allows for more effective, standardized contact with customers, which provides considerable business benefits and allows to improve the quality of customer service by shortening the waiting time for consultants and enabling contact with the helpline 24 hours a day.
Virtual assistant is always available, you can call her anytime, and each call is received immediately. In addition, the service itself is standardized, which increases the quality of customer service. Virtual assistant always provides the customer with important information– adds Tomasz Bączyk.
The Talkie platform also includes access to Talkie Analytics – a service that clearly shows both general statistics and details of each conversation carried out by the virtual assistant, allowing for a comprehensive analysis of the entire process.
Talkie Analytics enables you to evaluate each virtual assistant’s conversation and use it to teach artificial intelligence algorithms. We analyse conversations in details in order to optimize user experience and business efficiency of the solution. The whole process is automated and is a source of valuable data for Jean Louis David– adds Paweł Lipiński.
In the near future, Provalliance plans further expansion of the solution.
The next step in the development of our system is the construction of an omnichannel solution, in which we will connect all channels of contact with the customer. This is what customers expect, so that all services can be purchased remotely regardless of the contact channel: through our website, virtual assistant, telephone calls, text bot and interactions directly in the company’s hair salons – adds Tomasz Bączyk.