Top 24h Increases Conversion Rates and Automates Technical Support with Zipchat AI

Zipchat acts as a 24/7 virtual sales assistant that guides customers through the purchasing journey.

By providing instant and accurate technical responses based on website content, Top 24h has successfully reduced customer hesitation and lowered the manual support workload.

Key results

• Reduced repetitive customer questions by providing automated, instant responses.
• Improved e-commerce conversion rates by addressing customer concerns in real-time.
• Established a 24/7 support presence that reassures visitors during the shopping process.
• Decreased the volume of manual support tickets, allowing the team to focus on high-value tasks.
• Provided consistent, contextual answers based directly on site-specific product data.

Company overview

Top 24h is a specialized e-commerce retailer based in France, focusing on high-quality LED lighting solutions. The brand has built its reputation by making professional-grade LED ribbons and strips accessible to a broad audience, ranging from DIY enthusiasts to construction professionals. Their product catalog is defined by homologated, industrial-standard equipment that meets the rigorous demands of both residential and commercial installations.

To support their diverse customer base, Top 24h offers a tiered engagement model. This includes a 10% welcome discount for new retail customers and a dedicated professional account system that provides a 15% advantage on orders. Their operational model is built on efficiency and trust, offering secure payment methods, a 14-day return policy, and free shipping to pickup points for orders exceeding €49. This commitment to professional standards ensures that every customer receives lighting solutions that are built to last.

Industry: Home Furniture & Decor
Headquarters: France
Website: View website

Why Top 24h chose Zipchat

The decision to integrate Zipchat into the Top 24h ecosystem was driven by a need to bridge the gap between customer inquiry and the final purchase. In the technical world of LED lighting, customers often have specific questions regarding product specifications, compatibility, and installation before they feel comfortable completing a transaction. For Top 24h, these repetitive questions began to create a bottleneck in their customer service operations, often leading to delays that could cause a potential buyer to abandon their cart.

Top 24h recognized that to remain competitive and maintain their high standards of service, they needed a solution that could provide immediate gratification. They were looking for a tool that could handle common inquiries without human intervention while maintaining the accuracy required for professional-grade products. Zipchat was chosen for its ability to digest the website's specific content and deliver precise, context-aware answers that reflect the brand's expertise in the lighting industry.

Furthermore, the brand sought to improve its overall conversion rate by proactively addressing shopper hesitation. By implementing Zipchat, Top 24h aimed to create a frictionless shopping experience where information is available at the exact moment a customer needs it. This strategic move was not just about saving time for the support team; it was about creating a more reassuring environment for the user, ensuring that no question went unanswered regardless of the time of day.

Results in practice

Since implementing Zipchat, the impact on Top 24h's daily operations has been significant. The AI agent now serves as the first line of communication, effectively filtering out routine questions that previously required manual responses. This shift has allowed the team at Top 24h to reclaim valuable time while ensuring that every visitor to the site receives the attention they deserve. The AI doesn't just provide generic help; it uses the specific context of the Top 24h website to guide customers through the catalog, acting as a virtual salesperson that understands the nuances of LED strips and ribbons.

The most valuable aspect of the service has been the "round-the-clock" availability. In the modern e-commerce landscape, buyers do not always shop during standard business hours. Zipchat ensures that Top 24h remains open for business and support at midnight or on weekends, providing the same level of technical accuracy as a human agent. This constant presence has directly contributed to higher conversion rates, as customers are much more likely to complete a purchase when their technical doubts are resolved instantly.

The integration has successfully transformed the way Top 24h interacts with its audience. By reducing the friction caused by unanswered questions, the brand has created a more fluid and professional user experience. Visitors feel more confident in their choices, knowing that the information they receive is consistent and immediate. This level of automation has proven to be an essential asset for a brand that prides itself on professional quality and customer satisfaction.

"Zipchat helped me reduce repetitive customer questions and improve conversion on my e-commerce website. Customers often needed quick answers before buying, and Zipchat provided instant, accurate responses directly on the site. This saved time, reassured visitors, and helped more users complete their purchases without contacting support."

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Which specific problem did Zipchat help you solve?

Zipchat helped me reduce repetitive customer questions and improve conversion on my e-commerce website. Customers often needed quick answers before buying, and Zipchat provided instant, accurate responses directly on the site. This saved time, reassured visitors, and helped more users complete their purchases without contacting support.

Which Zipchat feature do you find most valuable?

The most useful feature is real-time, contextual answers based on my website content. Zipchat acts like a virtual sales assistant available 24/7, guiding customers, reducing hesitation, and improving the overall shopping experience while lowering customer support workload.

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