IKEA’s Successful Digital Transformation: Enhancing the Customer Experience with CommBox’s Chatbot

The retail giant enabled customers to connect and buy products on WhatsApp 24/7, automating repetitive requests and improving efficiency.


Calls shifted to
digital channels


Inquiries resolved
by a chatbot


to CRM

About IKEA

IKEA is a Swedish conglomerate that designs and sells ready-to-assemble furniture, kitchen appliances, home accessories, and other goods and home services. IKEA was founded in Sweden in 1943 and has been the world’s largest furniture retailer since 2008. IKEA Israel is the Israeli branch of the Swedish company. IKEA has operated in Israel since 2001, leading the local furniture retailing sector with an annual turnover of 1.3 billion shekels last year. Some 4 million shoppers visit the stores every year.

Retail & eCommerce , Manufacturing
Channels & Integrations
SMS, WhatsApp, Interactive navigator, Chat
Customer support, Customer success
Business Size
Large size (1000 – 5000+)
Use Cases
  • Live & automated support 
  • 24/7 self-service
  • Digital engagement
  • Automation of repetitive inquiries
  • Unified agent workspace
  • Delivery tracking
  • Make a purchase
  • Product Information & Locations

The goal 

Redefining the digital customer experience

IKEA’s recent expansion in Israel necessitated effective customer service to cater to millions of consumers and furniture shoppers. Recognizing the growing use of digital channels by customers, IKEA realized the importance of a technological solution to efficiently manage all customer communication.

  • Enhance customer service to meet the demands of expanding operations.
  • Improve response times and provide personalized care through preferred communication channels.
  • Streamline and efficiently handle increasing customer request volumes.
  • Optimize delivery management for online sales during the Covid-19 pandemic.

The Solution

One platform for all digital engagements

IKEA implemented the CommBox omnichannel customer communication platform, leading to a revolution in their customer service and overall experience. Through the adoption of CommBox, IKEA aimed to transform their customer service practices and facilitate business growth.

The CommBox omnichannel platform

CommBox’s omnichannel platform played a pivotal role in transforming customer engagements by bringing together interactions from various channels into a unified agent workspace. This integration allowed agents to have a holistic view of customer interactions, regardless of whether they originated from email, live chat, social media, or other communication channels.

By consolidating customer engagements in one place, CommBox ensured that agents comprehensively understood each customer’s journey and history. This enabled agents to provide personalized and efficient assistance, as they could access relevant information and context from previous interactions. The unified workspace also facilitated seamless collaboration among agents, as they could easily transfer conversations or share insights to deliver a consistent and satisfactory customer experience.

Seamless integration and automation across digital channels

CommBox platform seamlessly integrated with IKEA’s operational systems, leveraging its smart integration capabilities. This facilitated a smooth implementation process, enabling the effective automation of customer communication workflows. With CommBox, IKEA expanded their customer service capabilities across multiple digital channels, utilizing the smart chat feature on their website and effectively leveraging SMS and email channels. By adopting an omnichannel approach, IKEA ensured a consistent and personalized customer experience throughout the customer journey. The integration of chatbots further enhanced efficiency, enabling quick responses and effective resolution of common inquiries. Together, these features and capabilities provided a comprehensive platform for IKEA, transforming their customer service and improving overall customer experience.

The Result

Beyond customer expectations

IKEA customer service is now easy and accessible across all digital channels, ensuring convenience. IKEA not only provides a seamless experience to their customers but also cuts costs and builds stronger relationships.

  • Achieved 50% of inquiries received by IKEA through digital channels (non-phone communication).
  • Closed 25% of inquiries received digitally using the bot.
  • Implemented smart communication on multiple digital channels, including the website, email, and SMS.
  • Enabled IKEA with self-service capabilities through bot and CRM integration.

Excellent Customer Service Starts with CommBox

Build the customer experience
you always wanted