French macaron startup Pastreez used Tidio’s chat system to secure corporate partnerships with Netflix, Google, Visa, and Snapchat while converting 70% of chat inquiries into orders.
At a glance: Pastreez
Pastreez is an authentic French bakery where you can order macarons online. Anthony and Yamilka Rosemond always dreamed of building their own business together in the US. After an intensive class at Le Cordon Bleu Paris, they left their home country France for the American Dream.
They landed with two suitcases in Los Angeles, their heads full of dreams. From their tiny Airbnb, they started making macarons in all colors and flavors, and met random people for feedback. They then started to sell their macarons at farmers markets to further test their idea. Few months later, Pastreez.com was born! All orders are now 100% online.
Their approach is simple: French chefs handcraft macarons upon order, and ship fresh to your door. They’re different because they ship fresh to your door authentic macarons (never frozen). They’re so unique compared to their competitors, that Pastreez really grew fast in this small niche market.
Since their main focus is authentic macarons, they pushed the customer experience to the limit! They were the first to introduce a fully customizable order, allowing customers to handpick their favorite macaron flavors and build their own macaron box.
- Founders: Anthony and Yamilka Rosemond (trained at Le Cordon Bleu Paris)
- Founded: April 2017
- Business Model: 100% online orders, handcrafted macarons shipped fresh (never frozen)
- Services: Fully customizable macaron boxes (first to introduce this feature)
- Macaron tower sets ideal for baby showers, weddings and colorful events
- Macarons gift options for holidays, birthdays and more
- Corporate gifts for employees and clients
- Vegan macarons (eight new flavors just released)
- Macaron subscription box for authentic pastry enthusiasts
- Website: Pastreez.com
The Challenge: Success Created Communication Overload
As Pastreez grew successful, Anthony faced increasing customer inquiries that interfered with his other responsibilities in marketing and kitchen operations. He had been personally handling all customer communications, including sharing his personal phone number on the website, but the volume became unmanageable.
Anthony needed a solution that could:
- Handle the growing volume of customer inquiries
- Provide automated responses when he wasn’t immediately available
- Integrate easily with their Shopify website
- Maintain a simple, clean user experience without intrusive popups
The Solution: Tidio’s Simple Integration Approach
In 2018, Anthony selected Tidio after evaluating live chat options. His decision was based on specific requirements:
Key factors in choosing Tidio:
- Simple implementation with Shopify
- Custom chat page links instead of intrusive website popups
- Automated messaging capabilities for when unavailable
- Clean, straightforward interface without unnecessary complexity
Implementation approach:
- Created custom chat page accessible via links throughout the website
- Set up automated delayed messages that share Anthony’s phone number
- Maintained simple conversation flow focused on direct customer communication
The Results: Measurable Business Impact
Since implementing Tidio, Pastreez has achieved specific, measurable outcomes:
Conversion Metrics:
- 70% conversion rate on customer inquiries through Tidio chat
Major Corporate Clients Acquired Through Tidio:
- Netflix – Custom macarons for Emily in Paris Season 2 launch event
- Google, Visa, Snapchat, Netgear – personalized corporate orders
Operational Benefits:
- Reduced email volume for customer service inquiries
- Immediate customer assistance reducing friction and frustration
- Ability to handle custom corporate orders that can’t be processed through standard website ordering
Breakthrough Feature: Never Miss a Lead
Anthony identifies automation possibilities as the most beneficial aspect of Tidio. After one minute of no response, the system automatically sends a message with his personal phone number, allowing customers to text him directly.
The delayed message after 1 minute, if I'm not on the computer doing something else, Tidio will be triggering a message with my phone number and people can text me right away. So this way I can follow up right away. That's the automatic message feature that helps a lot and is very, very beneficial for us to avoid losing leads.
Future Plans: Continued Success with Tidio
Pastreez has found Tidio to be the perfect solution for their business needs, enabling them to maintain their personal approach while scaling effectively.
The implementation demonstrates how Tidio enabled Pastreez to scale from a startup operation to securing major corporate partnerships while maintaining their direct customer service approach and achieving high conversion rates on customer inquiries.
Looking to improve lead generation and boost conversions from your ecommerce store? Tidio’s AI-powered chat solutions can help you save time and money while growing your business. Start automating your customer service and lead qualification today!
