[Success Story] 20% decrease in the number of emails received by Banque Casino since combining live chat with Messenger

For Banque Casino, offering real-time contact to their customers is an essential aspect of the customer experience. Customer service has a strong retention objective and works in project mode wth a transversal vision. The chat solution has been available on the website since February 2017 and contacts via Messenger have been activated on Banque Casino’s Facebook page.

3 perimeters to support visitors in real-time

  • This way, real-time support is proposed throughout the different steps of filling out the subscription forms. The chat solution allows customer service agents to respond to visitors’ issues in order to reduce their abandonment rate.
  • Also to smoothen the procedure, during the final step, visitors can upload supporting documents directly in the chatbox to transfer them to customer service agents.
  • The chat is available on the website’s contact page. 3 visitors out of 10 use it, which shows their strong enthusiasm for this touchpoint.

The objectives: customer satisfaction and a decrease of incoming emails

60% of chat conversations handled by Banque Casino come from the Cdiscount solution payment form.”Every week, we organise a workshop with our team and Cdiscount’s team. We work on the feedback we receive via chat and on our journey in order to enhance our agents’ speech“, explains Tony Chavatte, responsible for the customer experience department.

The chat solution enables Banque Casino to decrease  the volume of incoming emails by 20%. As for Messenger, it allows you to offer an instantaneous touchpoint for all after-sales queries, a personalised touchpoint that customers use in their daily lives.

 

“With messaging, we are available where our customers need us during their buying journey. This touchpoint offers an emotion related to instantaneity and generates trust. We are entering into a conversation! It’s a real source of service.” Tony Chavatte, Responsible for the customer experience department, Banque Casino.

 

Read more: Read the whole Banque Casino success story with iAdvize.

French and Belgian born in France and interested in everything related to Marketing, Foreign Languages and the Web.

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