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

Toys4me’s online shoppers find the right toys and get personalized help from discovery to order tracking

Introduction

Industry

Retail/Ecommerce

Solutions

Product Discovery

Assisted Checkouts

Order Tracking

Customer Support

Personalized Recommendations

Integrations

Shopify

Total Workflows

120

Actions Executed

3M+

Toys4me is a leading toy retailer in Qatar, offering a wide range of toys, games, and gifts for kids of all ages. With a catalog spanning hundreds of products across every interest and age group, the challenge isn't selection it's helping every shopper find exactly what they're looking for, fast.

When the brand approached Fynd Kaily, they had a clear objective in mind: Building an assisted shopping experience that is supported by great discovery

Try agent

We wanted one assistant that could do it all, find products, answer questions, pull up orders, surface offers. Kaily delivered exactly that, and our customers feel the difference.

Shahid Raufi

Director of Ecommerce, Abu Issa

98%

Positive customer sentiment overall

5.7

Average messages per thread

The Opportunity

A toy shopper's journey doesn't 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.

What Fynd Kaily Does for Toys4me

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.

What this means for your brand

Most shopping assistants solve for one moment. They help a customer find a product, or answer a support question, or pull up an order, but rarely all three, and almost never in the same conversation. Toys4me wanted something different: an assistant that could show up at every stage of the journey and actually be useful at each one.

With Kaily, that's exactly what they got. A parent who starts by asking for gift ideas for their 10-year-old can get a personalised recommendation, dig into product details, grab a discount code, and check their order status, all without leaving the chat, restarting the conversation, or being handed off to a different tool. Every touchpoint is connected, and the experience stays consistent throughout