How Collezione Casa Enhanced Customer Experience and Product Discovery with Bubble Chat

75% improved customer guidance to product selection

• Migrated from multiple previous chat systems to streamline customer support
• Enhanced product recommendation engine helping customers find suitable alternatives
• Improved conversion rates through better customer guidance during purchase decisions
• Reduced customer confusion in the initial shopping phase

Company Overview

Collezione Casa is an Italian online retailer specializing in premium home linens and decor. The brand offers high-quality biancheria casa (bedding and bath linens), arredo casa (home furnishings), and tessili per la tavola (table linens), focusing on elegant, durable Italian-made products that cater to customers seeking luxury essentials for their homes.

• Industry: Home Furniture & Decor
• Headquarters: Italy
• Employees: Small to medium business
• View website

Challenges

Collezione Casa needed a more effective chat solution to address customer confusion during the initial shopping phase and improve product selection guidance.

The company had previously experimented with multiple chat systems, but none delivered the reliable customer support experience they needed for their premium home goods business. Customers frequently struggled during the initial phase of their shopping journey, unsure which products would best meet their specific needs for bedding, bath linens, or table settings.

This confusion was particularly problematic for an Italian retailer selling luxury home textiles, where customers needed guidance on fabric quality, sizing options, and product compatibility. The existing chat systems failed to effectively guide customers through product selection decisions, leaving potential buyers uncertain about their choices.

Without proper guidance tools, customers often abandoned their shopping carts or made purchases they later regretted, leading to returns and customer service issues. The company needed a chat solution that could proactively help customers navigate their extensive catalog of home linens and make confident purchase decisions.

Solutions

Collezione Casa implemented Zipchat's Bubble Chat to create a more reliable and effective customer support experience focused on product guidance and recommendations.

The migration to Bubble Chat addressed their core need for a system that could actively guide customers through product selection rather than simply responding to basic inquiries. The new chat solution was designed to help customers navigate the complexities of choosing the right home textiles for their specific needs.

Bubble Chat's recommendation engine became central to their customer experience strategy. The system proactively engages customers during their browsing experience, helping them understand product differences and find suitable alternatives when their initial selections might not be optimal.

"I have used many chat systems but Zipchat and the most reliable is the best. It responds effectively to customers and leads them to choose in a prudent and adequate way as well as proposing valid alternatives and leads very easily to conversion."

The implementation focused on creating intelligent product guidance workflows that could handle the nuanced questions customers have about home linens, from thread count and fabric care to sizing and color coordination.

Results

Collezione Casa achieved significant improvements in customer guidance and product discovery through their Bubble Chat implementation.

The new chat system transformed how customers interact with their product catalog, providing reliable guidance that helps shoppers make informed decisions about their home textile purchases. The improved customer experience has led to better conversion rates as customers feel more confident in their product selections.

Customer Experience Improvements:
• Enhanced product recommendation accuracy through intelligent alternative suggestions
• Reduced customer confusion during initial shopping phases
• Improved conversion rates through better purchase decision guidance
• More reliable customer support experience across all product categories

"It is very important to solve many problems that face customers in the initial phase also there chat sends customers to choose products."

The implementation of Bubble Chat has positioned Collezione Casa as a more customer-centric retailer, where premium product quality is matched by intelligent customer support that helps buyers find exactly what they need for their homes.

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Were you using another chat solution before Zipchat? If so, which one—and what motivated you to make the switch?

It is very important to solve many problems three that face customers in the initial phase also there chat sends customers to choose products

Which Zipchat feature do you find most valuable?

I have used many chat systems but zipchat and the and the most reliable is the best. It responds effectively to customers and leads them to choose in a prudent and adequate way as well as proposing valid alternatives and leads very easily to conversion.

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