toom Case Study
Germany's favorite home & garden store tackles peaks with a 24-hour advice platform served by brand advocates
Like many businesses, toom Baumarkt faced a challenging peak in online inquiries caused by COVID regulations. While the shopping behavior entirely shifted to online, toom could also register an increased need for DIY by its customers. With their current in-house agents, toom couldn't meet the requirements of providing immediate, 24/7 support to their customers.
Average Live Chat rating of 4.4/5
24/7 support availability
28 seconds average response time
With GUURU's community-first CX platform, our customers have the option of product consultation outside service hours, such as on Sundays and public holidays. Obviously, this reflects in a high level of customer satisfaction.