Powering the end-to-end shopping journey for Toys4me with Fynd Kaily

A toy shopper's journey does not start at the product page and end at checkout. It starts with a child in mind. Shoppers think about the gift receiver's age, their obsessions, their personality, and wind through questions about safety ratings, product details, available deals, and eventually order the right toy. Each of those moments is an opportunity to help, or to lose the customer entirely.

Toys4me needed a single assistant that could show up at every one of those touchpoints. Not a search tool or a support bot, but something that could carry a shopper from "I have no idea what to get" all the way through to "my order's on its way." A truly end-to-end experience, built around the way people actually shop for toys.

Personalized recommendations

• Finds toys, games, and educational kits based on age, category, brand, or theme.
• Returns relevant results from plain language queries, no filters needed.

Coupons and offers

• Surfaces available discount codes and special offers within the conversation.
• Ensures shoppers never miss a deal while they browse and builds trust.

Order history

• Retrieves past purchase details like order dates, items, and delivery status, all directly in chat.
• Lets returning customers track and manage their orders without leaving the page.

Customer support handoff

• Guides customers to the support team via WhatsApp when queries need a human touch.
• Keeps the transition smooth, without breaking the shopping experience.

Product discovery is the dominant use case, making up 85% of all conversations. Support queries account for 14%, and order history the remaining 1%.

Sentiment across product discovery conversations is strong, with ~98% of interactions being favourable and shoppers averaging 5.7 messages per thread, showing that customers are genuinely engaging and finding what they need.