Case Study: Betty Bossi boosts customer satisfaction and conversion with GUURU peer-to-peer support

Betty Bossi expanded its customer service just before the COVID-19 lockdown came into effect, enabling them to master the crisis

Betty Bossi, a well-known Swiss food and media brand, wanted to improve customer experience and loyalty by extending support availability beyond its existing weekday service. When COVID-19 lockdowns triggered a 70% surge in enquiries, the company needed a fast way to handle dramatically higher support volume without sacrificing response quality.

Using GUURU’s peer-to-peer customer communication solution with live chat, Betty Bossi recruited and certified 120 customers as Guurus, with 65 active contributors, to support customers 7 days a week for 14 hours a day. GUURU helped Betty Bossi manage the lockdown peak with only a 25% increase in waiting time, reduce live chat handling time from six to four minutes, and achieve measurable gains of +13% in NPS, +113% in sales conversion, and +8% in customer satisfaction.

Betty Bossi

Michel Müller

Head of Customer Service