Case Study: Praktiker Hellas achieves 8.99% bot engagement with Tidio

Praktiker Hellas Achieves 8.99% Bot Engagement with Tidio

Praktiker Hellas, a leading Greek home improvement and DIY retailer, needed a better way to manage customer inquiries across its digital channels while maintaining high service standards. With many repetitive questions coming in through e-commerce, the company wanted a solution that could support Greek-language communication, reduce pressure on its service team, and scale with growing demand. Tidio’s customer service platform, including Flows and live chat, was chosen to help address these challenges.

Tidio implemented a phased solution that unified customer communication, deployed Greek-language chatbots for FAQs and common issues, and routed complex cases to human agents. The results were strong: Praktiker Hellas handled more than 9,400 bot conversations in 30 days and achieved an 8.99% chatbot engagement rate, improving both operational efficiency and customer support responsiveness.

Praktiker Hellas