Decathlon Czech Republic uses Faqbot to automate customer support.

Kristine Berina
Faqbot.co
Published in
3 min readMay 26, 2021

Chatbot is not only a buzzword, it can actually help your business.

Decathlon S.A. is the largest sports retailer in the world founded in 1976. Currently, the company has over 2,000 stores across 57 countries in five continents. It expanded to the Czech Republic in 2010. Today, there are 25 stores throughout the country. By selling its own products in stores and online it currently is one of the most popular sporting goods stores in Czech Republic, with a goal “to remain the favorite sports brand in the country”.

With the sudden onset of COVID-19 in 2020, many of us discovered a new found passion for healthy lifestyles and sports. Many businesses saw a large increase in customer support requests no matter the business. Customers wanted information and they wanted it fast. Many retail stores were faced with a massive overflow of requests from customers wanting to know if stores were open, what store safety measures were in place and if their desired products were available. Responding to these requests proved to be challenging given the increasing amount of requests against the same number of customer support staff, resulting in longer response times. In order to reduce waiting time, the Decathlon Czechia team had to find a solution that would meet certain criteria. It was very important for this solution to be easy to use, fast to set up and most importantly, compatible with their language, given the complexity of the Czech language. The challenge of finding such a solution was cut out for them.

Barbora Cadova (After-sales services manager)

When asked about experience with Faqbot solution Decathlon Czechias After-sales services manager Barbora Cadova’s answer is: “Satisfied or satisfied!”

To meet this challenge, Decathlon Czech Republic began working with Faqbot, a Belgium-based tech startup that specializes in using artificial intelligence in order to turn FAQ (Frequently Asked Questions) and help center pages into automated customer care chatbots. Decabot, the name of their chatbot, supported the Decathlon Czechia customer service staff with their support request overload. Already in the first 6 days they saw a significant decrease in email requests for their customer support with the good results continuing to appear, keeping their customers informed and freeing up their support staff to tackle more complex issues. According to the Decathlon Czechia team:” For us, it is the very first experience with chatbots and we want to keep it simple for us and for our customers and Faqbot was the best solution. I also like the opportunity of the live chat, which we want to launch in the future. ”. By using a chatbot the team discovered that their customers are comfortable with technology, use the chatbot very often and that they enjoy interacting with it. Furthermore, in the majority of cases, it is the first option users choose to get help. This has been useful in the development of new digital touchpoints and improving the existing ones. The good results are enabling the team to plan for the future to deliver the best customer care with ever evolving AI technology delivered by Faqbot which allows Decathlon Czechia to remain a favored leader when it comes to supplying sporting goods.

You can talk to Decabot here.

Or contact us at hey@faqbot.co for more information.

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Kristine Berina
Faqbot.co
Editor for

Technology enthusiast | Lover of good stories | Customer succes, Lead & Data Analyst @Faqbot.co|