Case Study: Decathlon enhances omnichannel customer support with Crisp

Creating a Unique Omnichannel Retail Experience

Decathlon, the global sports retailer, needed a way to deliver the same personalized guidance online that customers receive in-store, especially for complex, high-consideration purchases like fitness machines and bicycles. The company turned to Crisp and its website chat and customer messaging platform to help shoppers navigate its large catalog and get fast, tailored support.

With Crisp, Decathlon integrated live chat, AI-driven recommendations, and API-based automation into its support workflows. Crisp helped route requests, generate digital gift cards, and give agents immediate access to customer histories, enabling faster responses, smoother checkout support, and higher customer satisfaction while freeing teams to focus on more valuable interactions.

Decathlon

Laurent Hayoz

Head of Digital Product & Engineering