Case Study: BRACK.CH achieves 24/7 customer support with Guuru

BRACK.CH Guurus handle 99% of support enquiries made outside opening hours

BRACK.CH, one of Switzerland’s leading online retailers, wanted to offer customer service around the clock without increasing staffing costs or overloading its in-house team. The company also aimed to keep wait times low, support customers during evenings and weekends, and improve the overall online shopping experience.

To meet this need, BRACK.CH implemented GUURU’s hybrid live chat solution, combining its own agents, Guurus from the customer community, and SmartBot routing for simpler queries. With GUURU, BRACK.CH now handles 99% of support enquiries outside opening hours, achieves a 75 NPS customer satisfaction score, routes 15% of all enquiries through guuru chat, and sees an 18% conversion rate after chat.

BRACK.CH

Sascha Kappeler

Head of Customer Service & Sales