customer_support · ecommerce · workflow
Praktiker Hellas achieves 8.99% bot engagement rate with Tidio Flows
Praktiker Hellas struggled to manage multichannel customer communication at scale: customer service representatives were spending significant time on repetitive, automatable inquiries, traditional methods could not keep up with growing e-commerce demand, and Greek-language support was required across all digital touchpoints.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer initiates live chat
Customers initiate contact via Tidio's live chat widget deployed on praktiker.gr.
Tools used
TidioFlows
Outcome
Tidio's platform enabled Praktiker Hellas to handle over 9,400 bot interactions in a 30-day period with an 8.99% engagement rate, while the human team continued managing escalated chats through a well-established process.
Results
Time saved9,400+
Volume8.99%
Grounding & classification
Source type: vendor customer story
20 fields verified against source quotes.
chatbotchat transcripthuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedecommerceretailautomation ratethroughput increasevendor customer storycustomer supportecommerce opsautonomous resolutionextract classify route