Jean Louis David — Case Study

Client: Jean Louis David

Industry: Beauty

Implementation scope: full automation of the customer service center

Extent of implementation:

  • elimination of long waiting times for a connection with a consultant
  • 24/7 customer support
  • controlling costs while continuing the growth

About the client:

Jean Louis David is the largest hairdressing and beauty services chain in Europe and the second largest in the world. In Poland alone the brand manages a network
of over 70 salons..

So far, customers interested in making an appointment by phone have used the central hotline operated by consultants. The helpline operated at fixed hours (8: 00-20: 00) 7 days a week, but it was closed in the evenings and on holidays. Often, especially during communication peaks, when many people tried to get through, the waiting time for a call would be very long. As a result, customers were impatient and dissatisfied.

Implementation process:

Provalliance Poland, the owner of the Jean Louis David brand, decided to implement a virtual assistant solution that, using natural language, allows customers to make an appointment, cancel or reschedule a visit at any time of the day or night without involving consultants. Thanks to the comprehensive implementation of the Talkie bot and integration with CRM, the customer could finally give up the traditional hotline, and at the moment our bot supports 100% of phone calls from the customer service center.

What does Talkie voice-bot do:

  • managing appointment bookings, reminders and cancellations.
  • answering hundreds of questions ranging from opening hours to specific, electronic vouchers status
  • sending text messages with requested information and confirmations

Highlights:

  • calls handled yearly: over 125,000
  • minutes of conversation: 210,810
  • no call center
  • Polish and English 
  • one of the most complex bookig bots on the market

What does the client say:

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.

 — TOMASZ BĄCZYK, MEMBER OF THE MANAGEMENT BOARD OF PROVALLIANCE POLAND.


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