Case Study: Prozis achieves 97% chat satisfaction and higher conversions with iAdvize's ibbü experts

Prozis - Customer Case Study

Prozis, Europe’s largest sports nutrition and functional food retailer and market leader in France, needed qualified French-speaking experts to answer shoppers’ product and nutrition questions around the clock. Joao Ferreira, responsible for the French market, wanted real specialists (personal trainers, nutrition-savvy advisors) who could provide quick, trusted guidance—something the existing Community Messaging approach couldn’t deliver—so he turned to ibbü and delegated expert selection to iAdvize, only validating profiles himself.

Since January 2017, five ibbü experts have staffed Prozis.com chats during peak afternoon and evening hours, delivering tailored advice on products, dosages and supplement plans; conversations average about 23 minutes. The on-demand experts are available 22 hours a day, achieve a 97% post-chat satisfaction rate and drive business (31% of chatters place an order), proving the human expertise model boosts both customer experience and sales.

Prozis

Joao Ferreira

eCommerce Manager for French Market