Case Study: Tiger of Sweden cuts email and phone inbounds by 50% and lifts CSAT to 96% with Certainly's chatbot

Tiger of Sweden CSAT increased from 73% to 96% with an AI chatbot

Tiger of Sweden, the Swedish high-end fashion brand, faced rapidly rising customer inquiries as it expanded online and needed a fast, easy-to-maintain, well-integrated support solution. To address repetitive first-line questions without heavy developer involvement, Tiger of Sweden chose Certainly’s chatbot platform.

Using Certainly, Tiger of Sweden built an NLU-powered chatbot (assembled by their Customer Care Manager after a one-day workshop) to handle first-line support; today the bot manages 35% of inquiries, reducing email and phone inbounds by 50% while chat inbounds rose 400%. Measurable impacts include first-reply time falling from 17 to 10 hours, Customer Satisfaction increasing from 73% to 96%, and the Bot Operator spending just 1–2 hours per week on maintenance.

Tiger of Sweden

Nadin Kempel Sigh

Tiger of Sweden