Retail & e-commerce
< Back to the cases
Faced with a high volume of calls, Fnac-Darty focuses on digitizing customer journeys to promote self-care and the use of digital channels (chat, messaging, etc.). This strategy aims to reduce costs while ensuring 24/7 reachability.
Key Objectives:
Fnac-Darty has integrated DialOnce's omnichannel contact button across its primary voice and digital channels, gradually extending this orchestration to all customer contact journeys (email, Google, etc.). This solution is also deployed for the FNAC brand, enhancing accessibility and streamlining interactions.
Features offered via the contact button, such as the AI agent, are contextualized in real-time based on advisor availability, ensuring an optimized customer experience.
Want to learn more? Click on the player to listen to a short, 3-minute excerpt from the conference given by C. Famechon at the CRM Meetings in Cannes 2023.
"We need to step up our digital efforts to improve customer satisfaction and reduce our costs (...) Our position is to let customers choose the channel they like. So we've opened up everything, every possible instant messaging channel (...) and we need a digital orchestrator (...)."
Christophe Famechon
Customer Relationship Director
