Case Study: Smyths Toys achieves 4.6/5 CSAT and fewer support tickets with Genesys Altocloud

Retail giant, Smyths Toys, improves customer service engagement with Genesys Altocloud

Smyths Toys, a leading children’s retailer with 80 stores across the UK and Ireland, saw rapid online growth that exposed weaknesses in its customer engagement tools. The company’s existing chat solution lacked flexibility and functionality, making it hard to understand visitor behavior, reduce checkout friction, and resolve customer issues efficiently.

Smyths implemented Genesys Altocloud in phases—instrumenting checkout forms, adding a Visit ID for journey visualization, and using predictive communications (chat, SMS, voice) to reach customers at the right time. The changes gave agents clear visibility into each customer’s journey, sped resolution (e.g., quickly identifying promo-code timing issues), reduced support tickets, increased chat engagement to 64.1% when offered, and raised CSAT to 4.6/5 while improving conversion opportunities.

Smyths Toys