Case Study: ManoMano achieves 4x sales and 1.5M online conversations with iAdvize

ManoMano spurs growth with its online expert community

ManoMano, the European leader in online DIY, home improvement and gardening operating in six markets, faced a surge in customers needing reassurance during the first half of 2020 — from technical advice to product selection and delivery questions. The challenge was to provide human support at every step of the online customer journey and turn those interactions into reliable shopping experiences.

ManoMano answered by scaling a messaging-first customer relationship powered by the ibbü community: since 2016 more than 200 “Manodvisers” have provided 24/7 expert chat support, accounting for 85% of brand contacts. The impact was rapid — 1.5 million conversations in H1 2020, 2x monthly conversations in April, sales quadrupled, plus a 20% post-chat conversion rate, 83.7% post-chat CSAT and a 36% increase in average order value.

ManoMano

Amandine Durr

Product Director