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___ Case Study

Fnac Darty Reinvents Its Customer Relations Strategy With Messaging

Fnac Darty Reinvents Its Customer Relations Strategy With Messaging
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Challenge

Facilitating The Omnichannel Customer Journey

Fnac Darty's customer service works with 10 million contacts a year. In-store and e-commerce sales, click-and-collect purchases—For the second largest e-commerce retailer in France, being able to create and manage complex customer journeys is essential. 

💬
25% of these contacts are through messaging, the second most used channel after phone.
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Our main challenge was to create a robust and reliable logistic and IT network to support the digitalization of our 700+ stores.
Christophe Famechon
Christophe Famechon
Head of Customer Service at Fnac Darty
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SOLUTION

Putting Messaging First

In 2010, French group Fnac Darty deployed the iAdvize conversational platform in order to offer a premium pre-sales customer experience on its websites through messaging, before extending the use of this channel to after-sales customer service.

By switching from traditional channels to messaging, the brand aimed to:

📲
Increase their response capacity. During the first wave of COVID-19, online inquiries increased by 50%.
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Deliver a seamless customer experience on the channel their customers use everyday.
😀
Improve the work-life quality for customer service representatives.
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Digital conversation really fits nowadays with customer expectations and behavior, and offers quick and no-delay assistance.
Christophe Famechon
Christophe Famechon
Head of Customer Service at Fnac Darty
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RESULTS

Premium CX That Enhanced Team Well-being and Productivity

Messaging has improved the quality of agents’ interactions with visitors, allowing them to work more collaboratively and efficiently, which resulted in higher customer satisfaction.
30s
average response time of Fnac Darty customer service teams
4
conversations can be handled simultaneously
+30
points in NPS vs. phone or email
”
Messaging - through social networks, WhatsApp, chat, etc. - empowers our agents to become more than advisers. They are ambassadors of the brand. iAdvize perfectly fits with the new agile work environment we are experimenting with our client support teams.
Christophe Famechon
Christophe Famechon
Head of Customer Service at Fnac Darty