Air France: 93% customer satisfaction over 50 000 live chat conversations

Giving online customers the advice they need and increasing customer satisfaction

Air France’s customer service department in France employs 800 agents in 5 different contact centres to process the 4 million calls it receives between 6.30 am and 10 pm 7 days a week, 120 000 emails, 50 000 live chat conversations, 30 000 free call back requests and 60 000 tweets and Facebook posts.

Customers expect an increasingly fast response to their queries. Email is no longer the most appropriate communication channel. iAdvize’s Click to Chat has enabled Air France to increase customer satisfaction at the key stages on their website, where visitors needed extra support and has thereby made the contact with customers less impersonal.



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