Case Study: Mr Bricolage achieves 30% higher average basket value with iAdvize Click to Chat

Mr Bricolage - Customer Case Study

Mr Bricolage is a French DIY and home‑improvement retailer with around 650 stores founded in 1964, known for in‑store expert advice. The challenge was to reproduce that same personalised support online to provide pre‑sales guidance and remove friction in the checkout funnel, reducing basket abandonment and improving customer satisfaction.

They rolled out Click to Chat gradually, starting in checkout with one to two agents handling a limited number of simultaneous chats, then adding behaviour‑based triggers (floating reactive buttons and proactive invites after long page time, repeated searches, high‑value product views, or many product listings) and seasonal adjustments, supported by a six‑month performance manager. The result: 30% of chats convert to purchases, chatters report 93% satisfaction, and average basket value for visitors who use chat is 30% higher than the site average.

Mr Bricolage

Julien Bernard

Mr Bricolage