Toying with technology

With 50 stores across South Africa, an online store, and three stores located in Namibia, Zambia and Botswana, their key focus is to ensure that customers of all ages are offered an amazing range and experience, complimented by great value.

Learn how Toys “R” Us is using chatbots, live chat, web widgets, and broadcasts on WhatsApp to boost their engagement rate, customer service efforts, and opt-in rates to remain Africa’s favourite toy store.

The challenge

Before partnering with Cue, Toys “R” Us faced the challenge of low customer engagement and restricted functionality. There weren’t many options available for the support team to speak and engage with their customers.

Engagements “R” Up

By using Cue, Toys “R” Us was able to set up an interactive web, chatbot and live chat solution in their official WhatsApp Business account. They’ve seen an engagement rate increase from 30% to 70%, along with a steady and consistent opt-in rate. Toys “R” Us is now able to engage personally with each customer, providing them with the right individual support.

Convenient web widget

Whether you’re a Toys “R” Us or a Babies “R” Us shopper, the Cue-powered web widget makes it easy for customers to interact with the team without having to leave the website. The web widget makes it easy for customers to track existing orders, speak with live agents, and more.

Interactive live chat and chatbot

Toys “R” Us meets customers where they spend most of their time—on WhatsApp. Using chatbots and live chat to engage customers allows them to do the following through WhatsApp:

• Find the closest store

• Explore the latest deals

• Create, manage and find a gift registry

• Track an online order

• Chat with a live agent

• Find the perfect gift

• Get access to FAQs

• Follow Toys “R” Us on social media

• Give the team a call

• Opt-in to a newsletter

How Cue played a part 

Toys “R” Us is now able to collect, analyse and interpret data that provides valuable insights on how to speak to their customers. By setting up a super easy platform for customers to use,  Toys “R” Us found a solution tailor-made for their business and their customers. 

Start shopping with Toys “R” Us

From outdoor to indoor equipment, Toys “R” Us has it all. What better way to spoil a loved one this year than by getting them a gift from Africa’s favourite toy and baby store? Explore the available promotions and deals. Still have questions? Chat with the team on WhatsApp.