SUCCESS STORY

 How Darty improved its reachability while reducing treatment costs ?

The challenge

  • Improve reachability 
  • Prioritize high value-added calls
  • Prioritize use of digital resolution channels
  • Monitore the performance of customer service tools

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.

 

The results

+26 Pts

REACHABILITY 24/7

Calls handled by phone or digital / Total calls

21%

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

How we did this?

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! 

Orchestrated channels

In-store

Form

Email

Messenger

IVR

Customer Space

Mobile App

About us

  • European leader in omnichannel retailing
  • A French company specialized in the retailing of household appliances, electronics and cultural products
  • Darty Group is one of Europe’s largest home appliances retailers operating on the “Best price, best choice, best service” model 
  • In France in 2019, the Darty Group is represented by 382 stores, including 175 franchises

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