Case Study: Villeroy & Boch achieves fast, easy live-chat support with Userlike

Villeroy & Boch - Customer Case Study

Villeroy & Boch, the 270‑year‑old German ceramics maker, needed a faster, more user‑friendly way to support customers using its Online Bathroom Planner. Visitors often had technical questions that existing channels (phone, email, click‑to‑call) couldn’t resolve quickly, so in 2015 the bath & wellness team looked for a state‑of‑the‑art live chat solution to deliver fast, easy support.

After evaluating multiple providers, they implemented a modern, easy‑to‑integrate chat platform with high usability for service staff. Customers quickly adopted chat for its simplicity and direct access to the right expert; skeptical agents adapted as the channel scaled, and chat is now the team’s prioritized support channel (managed by seven chat operators) with a focus on rapid responses.

Villeroy & Boch

Volker Krumrey

Customer Experience