Praktiker implemented Tidio’s customer service platform to unify their digital communication channels and automate customer support, achieving an 8.99% bot engagement rate and handling over 9,400 customer interactions monthly.
At a glance: Praktiker Hellas
Praktiker Hellas is a leading Greek retailer in the Home Improvement and DIY sector. With a significant physical and digital presence across Greece, the company needed an efficient solution to manage customer inquiries in praktiker.gr while maintaining high service standards.
- Company Size: 1,200+ employees
- Industry: Retail (Home Improvement & DIY)
- Country of Operation: Greece
- Product Range: 50,000+ items
- Physical Presence: 17 department stores with 100,000 square meters of sales area
- Sales Channels: Physical stores, e-commerce, B2B services
- Website: www.praktiker.gr
The Challenge: Managing Multichannel Customer Communication
As one of Greece’s largest home improvement retailers with millions of customers and tens of thousands of products, Praktiker Hellas faced several critical challenges in their customer service operations:
- Language-Specific Support: Needed to provide Greek-language support across all digital touchpoints.
- Resource Allocation: Customer service representatives were spending significant time on repetitive inquiries that could be automated.
- Scalability Issues: Traditional customer service methods couldn’t efficiently scale to meet growing e-commerce demand.
Praktiker Hellas needed a comprehensive solution that could centralize customer communications while leveraging automation to handle routine inquiries efficiently.
The Solution: Phased Implementation of Tidio’s Platform
After evaluating various customer service solutions, Praktiker Hellas chose Tidio’s platform for its comprehensive features, multichannel capabilities, and language flexibility. The implementation followed a strategic approach:
Live Chat Optimization
- Deployed Tidio’s live chat widget in praktiker.gr
- Onboarded all customer service operators to the new platform
- Established workflows and protocols for managing incoming chats
Flows Deployment
- Launched Greek-language customer service bots focused on frequently asked questions
- Implemented “Solve Problems” bot to handle common customer inquiries
- Developed automated workflows to route complex issues to human operators
The Results: Enhanced Engagement and Operational Efficiency
The implementation of Tidio’s platform delivered significant measurable benefits for Praktiker Hellas:
- High Bot Utilization: Over 9,400 bot executions in a 30-day period, demonstrating strong customer adoption of the automated service
- Meaningful Engagement: 8.99% engagement rate with the “Solve Problems” bot, showing effective resolution of customer inquiries
- Effective Chat Handling: Their team is actively managing chats with a well-established process, maximizing efficiency and customer satisfaction.
