Case Study: Contorion achieves faster customer support and higher satisfaction with Guuru

High level of customer satisfaction thanks to prompt self-service on product and application inquiries

Contorion, a digital specialist retailer for professional tools and workshop supplies, wanted to improve customer experience and reduce the number of service inquiries reaching its support team. To better handle product advice and application questions, the company turned to Guuru’s peer-to-peer customer service solution, using SmartChat and SmartForm to give shoppers faster self-service support.

Guuru implemented a community-based support model with live chat, automated SmartBot replies, and AI-powered SmartRouting to answer repetitive questions or route them to the right place. The results were strong: over 50% of queries were answered automatically, SmartChat averaged a 20-second response time, SmartForm deflected 95% of inquiries in the B2B customer area, and customer ratings rose to 4.21 out of 5. Contorion also reported a significant drop in contact requests sent to customer service and expanded the solution to its French website.

Contorion

Andreas Lehmann

Head of Customer Service & Payment