Bol.com

The case
Talking about online retail

Talking about online retail

How do you help over 9 million customers find exactly the right product every day? Bol.com has the answer. One important ingredient in their success formula: the customer journey, in which nearly 2,000 bol.com employees all play a role.


The customer journey describes what motivates people to buy something. What are their needs? And who does what when at bol.com to meet those needs? Relevant questions for new and existing employees.


So, we made them an interactive chatbox which provides answers in a fun, motivating and informative way to questions like these and more. 

Personal conversation

At bol.com, customers and a personal approach are key. We therefore chose the same approach in learning. To learn about the ins and outs of platform retailing, you get chatting to Bob. He knows what's what at bol.com. This conversation is an important thread in the learning solution. 

 Personal conversation

Bob takes you on a journey

Bob is not only witty and self-aware, but he's also very knowledgeable. Choose your answers and you will always get an appropriate response. Based on short animations, smart questions and deepening excursions, Bob takes you through the customer journey. You choose which explanation is most relevant to you at which time. 

Bob takes you on a journey

The mission of bol.com is all about working together. In teams, with sales partners, with experts and customers. Together, they know best how the customer journey can be slightly improved and made easier every day. This joint approach is reflected in the chat. We share customer cases, video interviews with colleagues, personal sayings and recognisable practical examples (also of mistakes!). 

Rieneke Heinink, Bol.com

‘They make me smile. The customer videos are certainly relevant and the climax is always fun!’  

Rieneke Heinink, Bol.com

These TinQers have worked on this learning tool