Case Study: Petit Bateau achieves 22.4% conversion for chat-supported customers with iAdvize

Petit Bateau - Customer Case Study

Petit Bateau, the long-standing French clothing brand, faced a digital customer service challenge: a small team of three agents was overwhelmed by messages, calls and chats and couldn’t respond in real time to checkout issues, causing abandoned carts and delayed support. The brand needed a way to be more responsive on-site and guide visitors through the purchase funnel.

Petit Bateau deployed iAdvize’s live chat and community messaging, recruiting 10 brand advocates to work alongside agents and using routing, cobrowsing and knowledge memos to resolve issues quickly. The change doubled chat capacity, cut pending cases, and delivered strong outcomes: 22.4% of visitors who chatted completed their order, 93.6% satisfaction after conversations, and an average conversation length of 7m38s.

Petit Bateau

Line Lecuyer

Customer Relations Manager