Case Study: Fnac Darty reduces in-home interventions with Apizee

How Fnac Darty uses Apizee to reduce its rate of home visits

Fnac Darty, a European omnichannel retail giant, sought to enhance its after-sales customer service by offering a simpler and more efficient remote support option. Their challenge was to reduce the number of in-home technical visits required for product diagnostics and repairs. To address this, Fnac Darty chose to implement the visual assistance solution from the vendor Apizee.

The Apizee solution provided a 100% web-based platform for remote visual assistance, eliminating the need for customers to download software. This easy-to-deploy tool allowed advisors to conduct technical diagnostics and solve problems remotely using features like shared annotations. For Fnac Darty, the results included a vastly improved remote resolution rate, leading to significant gains in avoided in-home interventions, a 100% customer satisfaction rate for each session, and a considerable reduction in the company's carbon footprint.

Fnac Darty

Christophe Famechon

Customer Relations Director