Case Study: toom achieves 24/7 customer advice and faster support with GUURU

Germany's favorite home & garden store tackles peaks with a 24-hour advice platform served by brand advocates

toom, one of Germany’s leading DIY retailers, needed a way to offer customers immediate online product advice beyond standard working hours. Faced with long response times, peak-demand spikes during COVID, and no live chat option, the company turned to GUURU’s community-first CX platform, including SmartChat and SmartForm, to provide more accessible support.

With GUURU, toom added live chat on product pages, enabled 24/7 support, and used SmartBot plus certified brand advocates to resolve requests quickly and authentically. The setup deflected first-level tickets, increased sales conversion, and delivered fast response times, with a 28-second average response time, a 4.4/5 live chat rating, and about 13,200 monthly requests handled through the platform.

toom

Sven Habenicht

Teamlead Customer Service