Case Study: Vertbaudet achieves a personalised, 24/7 in-store-style online experience with iAdvize

Vertbaudet recreates a personalised instore experience online

Vertbaudet is a leading European children’s e‑commerce brand (≈325M€ turnover, 20M products sold yearly, 3.5M customers and 76 French shops) that needed to recreate the warm, personalised in‑store experience online. As mobile traffic and orders grew, the site still lacked the human touch and 24/7 personalised support young parents expected.

To solve this, Vertbaudet implemented the iAdvize conversational platform (messaging + behavioural targeting) in 2017 and built a community of 150 parent brand advocates alongside customer‑service agents to offer real‑time, non‑intrusive advice. The approach delivered strong results: NPS 50, 92.4% satisfaction, 5.25 min average resolution, +25% average order value, and helped sustain a +2% turnover in 2018 while the market declined.

Vertbaudet

Chrystel Desproges

Ecommerce and Marketing Director