Case Study: toom achieves 24/7 DIY advice and fast response times with Guuru

toom delivers 24/7 DIY advice with Guuru and 28-second response times

The customer, toom Baumarkt, a German home and garden store, faced a significant challenge when a COVID-related surge in online DIY inquiries overwhelmed their in-house customer service team. They were unable to provide the immediate, 24/7 support their customers required. To address this, they turned to the vendor GUURU and its community-first customer experience platform.

GUURU's solution was to implement a live chat service powered by a community of brand advocates, enabling 24/7 product consultation. This provided toom's customers with immediate advice even outside of traditional service hours. The results were highly successful, achieving an average chat response time of just 28 seconds, a customer rating of 4.4 out of 5, and a high level of customer satisfaction.

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