Case Study: Suomalainen Kirjakauppa streamlines support for its new audiobook and ebook service with giosg

Suomalainen Kirjakauppa Launches a New Service Using a Chatbot

Suomalainen Kirjakauppa, a Finnish bookshop, launched a new audiobook and ebook service in spring 2020. Because the service was fully online and expected to generate extra support questions about usability and other issues, the company needed a way to handle increasing customer service demand.

giosg helped Suomalainen Kirjakauppa launch a chatbot using ready-made templates and preloaded FAQs, which the team can easily update themselves. The chatbot now provides 24/7 support on the Suomalainen Plus website, has kept customer service requests to a minimum, and is being used by about 5% of visitors each month; usage rose 26% in the first three months.

Suomalainen Kirjakauppa

Mika Tuomainen

Head of Digital