Case Study: BIKE & OUTDOOR COMPANY achieves faster customer support with GUURU peer-to-peer live chat

B.O.C. introduces peer-to-peer live chat to provide customers with continuous access to fast support

Bike & Outdoor Company GmbH & Co. AG (B.O.C.) is a commerce/eCommerce retailer with more than 700 employees that wanted to improve customer support as online demand grew. With many customer questions coming in outside business hours and during traffic peaks, B.O.C. needed a faster way to help shoppers find product answers and complete purchases. Vendor **Guuru** provided the peer-to-peer live chat service used to address this challenge.

**Guuru** implemented a community-based live chat solution by recruiting 37 loyal customers as “Guurus” to answer product-related questions on B.O.C.’s key product pages. The results included an average response time of 36 seconds, a customer satisfaction score of 4.3/5, and 7.7% of customers completing a sale after receiving advice, with 74% converting within two hours. Only 2% of chats had to be routed to internal customer service, helping relieve staff and maintain 24/7 support coverage.

Bike & Outdoor Company

Sven Rocksloh

Head of E-Commerce & Customer Service