Case Study: Leroy Merlin achieves 3x conversion and 37% higher average order value with iAdvize

Leroy Merlin - Customer Case Study

Leroy Merlin France, a leading European DIY retailer (Adeo group) with 114,000 employees, ~800 stores and over 150,000 product references, sought to turn more website visitors into customers, make its site a conversational, relational touchpoint and strengthen its omnichannel experience. The challenge was to offer personalised, human support online that would drive both e‑commerce and in‑store purchases.

Leroy Merlin partnered with iAdvize to deploy a conversational platform staffed by professional agents and paid independent ibbü experts across 12 product families, using a test‑and‑learn rollout from late 2017. The program now handles ~55,000 conversations monthly (64% by ibbü experts), and has tripled conversion rates, doubled repurchase (x2.5), increased average order value by 37%, achieved >91% customer satisfaction, and driven significant in‑store buying (around half of supported visitors report purchasing in store), with conversations directly accounting for ~5% of website revenue.

Leroy Merlin