Retail & e-commerce
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Managing a high volume of calls, Fnac Darty wishes to develop its strategy of digitalizing customer paths in order to promote self-care and the use of digital contact channels (chat, messaging, etc.) to reduce costs and improve 24/7 reachability.
Goals:
FnacDarty has deployed the DialOnce omnichannel contact button on the main voice and digital channels, and is extending this orchestration across all contact paths (email, Google...). The group is also deploying the solution for its FNAC brand. The solutions offered in the DialOnce contact button, such as chat, are contextualized in real time according to the availability of advisors, for an optimal experience!
Learn more about DialOnce's omnichannel bot
"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 Framechon
Directeur de la Relation Client
