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Case Study: Bringo & Mediatel Data

Real-Time Conversations for a Great Online Shopping Experience
Published on
May 19, 2025

Background

Bringo is a smart shopping app that lets you order anything from fresh produce to books and sporting goods from over 200 partner stores—all in one place.

With multiple delivery options and a unique personal shopper service available in 35+ cities in Romania, Bringo ensures a flexible, human-touch experience.

Challenges

As the volume of orders and user interactions grew, Bringo needed a reliable and efficient way to support customers in real time.

Speed of response and communication quality became critical factors for customer retention and satisfaction.

Solution

Bringo implemented a web-based live chat solution, easy to integrate and fully customizable, which:

✅ Enables agents to respond instantly to customer questions;

✅ Provides visibility into user activity on the website for more contextual assistance;

✅ Is scalable and easy to manage via the Mediatel Data platform

Furthermore, Mediatel Data replaced Bringo’s contact center platform with a more efficient, modern system, enhancing communication capabilities and streamlining operations.

Client Experience

❇️ The Mediatel platform is easy to use, allowing for a smooth transition despite the sudden change.

❇️ The team adapted quickly due to the comprehensive onboarding process and clear guidance from the Mediatel team.

❇️ The solution was customized according to Bringo's needs in terms of functionality and visual design.

❇️ Multiple communication channels were consolidated into a single interface, providing a 360-degree overview of interactions.

❇️ Mediatel’s support was outstanding. Multiple teams—technical, configuration, interface, and design—worked simultaneously to ensure a swift and seamless integration.

❇️ The entire support solution was transformed within a month, highlighting the efficiency of the collaboration.

❇️ Mediatel consistently demonstrated promptness, commitment, and a client-oriented approach throughout the partnership, addressing every issue with dedication.

"The live chat solution from Mediatel was exactly what we needed to better connect with our customers. We respond faster, stay closer to our users, and we can see the results."

SILVIU FARAIAN, Project Manager Customer Experience, Bringo

Results

🟢 30% Decrease in average response time

🟢 Improved customer satisfaction thanks to real-time availability

🟢 Positive feedback from the Bringo team on ease of use and fast deployment

🟢 Streamlined communication processes thanks to the modernized contact center platform

This begins a fruitful collaboration and partnership between Bringo and Mediatel Data. We aim to continue working together and implement more solutions to improve customer experience and operational efficiency.

Conclusion

Mediatel Data’s partnership with Bringo highlights how real-time communication solutions can significantly enhance the customer experience in the online shopping sector.

By integrating live chat, Bringo has improved customer engagement and streamlined support processes, achieving measurable results in a short time frame.

We look forward to exploring new opportunities together. The future holds great potential for both teams.

📩 info@mediatel.ro

🏡 Chiscani, 25-27, Bucharest, Romania

🌐 www.mediatel.ro

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