Case Study: Videdressing (second‑hand fashion marketplace) achieves +24% ROI with iAdvize's bot+human conversational platform

The bot+human combination generates +24% ROI for Videdressing

Videdressing is a pioneer in second‑hand and luxury fashion, founded in 2009 with over one million items and 1.5 million users (about 25,000 monthly transactions). Facing fierce platform competition, the marketplace needed to match traditional eCommerce service levels—secure transactions, authenticity guarantees and high‑quality customer support—while staying available around the clock and better understanding user needs and feedback.

Using the iAdvize conversational platform, Videdressing combined messaging, chatbots (Zoe) and human agents to offer 23/24 daily availability, a 6‑second average first response time and automated handling of FAQs and prequalification. The hybrid bot+human approach boosted conversion after conversations to 12.62%, increased average order value by 11.3% and delivered a +24% ROI, while lowering customer service costs and feeding product development with richer user feedback.

Videdressing

Jonathan Bensadoun

Customer Service Project Manager