How Darty improved its reachability while reducing treatment costs ?
Darty receives a high volume of incoming calls. They wished to develop its customer experience digitalization strategy. The goal was to promote the use of self-care and digital channels (livechat, messenging,…), to reduce their treatment cost and improve their reachability 24/7.
REACHABILITY 24/7
Calls handled by phone or digital / Total calls
AVOIDED CALLS
Alternative contact path solutions to the phone ( Chat, Messenger, Selfcare
USE OF DIGITAL SOLUTIONS
Customer requests handled via a channels other than the telephone
Darty has deployed the DialOnce omnichannel contact button on the main voice and digital channels. They are extending this orchestration to all contact points (email, Google, etc.). The group is also deploying the solution for its FNAC brand. The solutions offered in the DialOnce contact button such as livechat are contextualized in real time according to the availability of advisors for an optimal experience!
In-store
Form
Messenger
IVR
Customer Space
Mobile App
