Praktiker implemented Tidio’s AI-powered customer service platform to unify their digital communication channels and automate customer support, achieving an 8.72% bot engagement rate and handling over 6,400 customer interactions monthly.
At a glance: Praktiker Hellas
Praktiker Hellas is a leading Greek retailer in the home improvement and DIY sector. With a significant physical and digital presence across Greece, the company needed an efficient solution to manage customer inquiries across multiple channels while maintaining high service standards.
- Company Size: 1,600+ employees
- Industry: Retail (Home Improvement & DIY)
- Country of Operation: Greece
- Annual Customers: 6 million+
- Product Range: 50,000+ items
- Physical Presence: 16 department stores with 100,000 square meters of sales area
- Sales Channels: Physical stores, e-commerce, B2B services
- Website: www.praktiker.gr
The Challenge: Managing Multichannel Customer Communication
As one of Greece’s largest home improvement retailers with millions of customers and tens of thousands of products, Praktiker Hellas faced several critical challenges in their customer service operations:
- Channel Fragmentation: Customer inquiries were coming through various disconnected channels, making unified management difficult.
- Language-Specific Support: Needed to provide Greek-language support across all digital touchpoints.
- Resource Allocation: Customer service representatives were spending significant time on repetitive inquiries that could be automated.
- Scalability Issues: Traditional customer service methods couldn’t efficiently scale to meet growing e-commerce demand.
- Cross-Platform Consistency: Maintaining consistent customer experience across website, social media, and other digital touchpoints was challenging.
Praktiker Hellas needed a comprehensive solution that could centralize customer communications while leveraging automation to handle routine inquiries efficiently.
The Solution: Phased Implementation of Tidio’s AI Platform
After evaluating various customer service solutions, Praktiker Hellas chose Tidio’s AI platform for its comprehensive features, multichannel capabilities, and language flexibility. The implementation followed a strategic three-phase approach:
Phase 1: Live Chat Optimization
- Deployed Tidio’s live chat widget across their digital properties
- Onboarded all customer service operators to the new platform
- Established workflows and protocols for managing incoming chats
Phase 2: Channel Integration
- Connected Facebook and Instagram messaging to the Tidio platform
- Implemented Tidio’s ticketing system to track and manage customer inquiries
- Created a unified inbox for all customer communications
Phase 3: AI Bot Deployment
- Launched Greek-language customer service bots focused on frequently asked questions
- Implemented “Solve Problems” bot to handle common customer inquiries
- Developed automated workflows to route complex issues to human operators
The Greek-language customization was particularly important, allowing Praktiker Hellas to provide native-language automated support that resonated with their local customer base.
The Results: Enhanced Engagement and Operational Efficiency
The implementation of Tidio’s AI platform delivered significant measurable benefits for Praktiker Hellas:
- High Bot Utilization: Over 6,400 bot executions in a 30-day period, demonstrating strong customer adoption of the automated service
- Meaningful Engagement: 8.72% engagement rate with the “Solve Problems” bot, showing effective resolution of customer inquiries
- Enhanced Multichannel Presence: Seamless customer service across website, Facebook, and Instagram
- Improved Resource Allocation: Human agents focused on complex issues while routine inquiries were handled by AI
- Consistent Greek-Language Support: Maintained cultural relevance with localized automated responses
