Decathlon sought a tool that could replicate the quality of in-store customer service for online shoppers. Crisp’s intuitive interface and ease of integration with Decathlon’s backend systems made it the perfect choice. Decathlon’s agents can now see each customer’s order history, open tickets, and any previous interactions, allowing for seamless support. When a customer encounters an issue during checkout, for instance, agents can respond instantly, ensuring a smooth purchase process.

The Crisp API allows Decathlon to automate key tasks, such as routing specific requests to the right department and generating digital gift cards in real-time. This level of customization means agents can focus on providing quality assistance rather than managing repetitive tasks, greatly improving response times and customer satisfaction.

Decathlon has also benefited from Crisp’s live chat functionality, which proves significantly faster than phone support and allows the team to handle high volumes of queries more efficiently. AI-driven features, like automated responses and predictive suggestions, help guide customers to the right products based on their browsing history or previous inquiries. These AI-powered insights have contributed to smoother customer journeys and higher engagement on Decathlon’s website.

Thanks to Crisp, Decathlon can track online interactions and attribute certain business outcomes to these conversations, enhancing their understanding of customer needs. The Crisp support team has also provided valuable guidance, enabling Decathlon to maximize the platform’s potential. Today, Crisp stands as a key element in Decathlon’s approach to delivering an experience that is consistent across both digital and physical spaces.