Case Study: FNAC deflects 72.7% of tickets with Cleverly Self-Service

FNAC deflects 72.7% of tickets through self-service with Cleverly

FNAC, the French retail chain, was facing a sharp rise in support volume during the pandemic as online shopping surged and customers increasingly needed help finding information in its existing Zendesk-based help center. With both an internal support team and a regional phone partner already overwhelmed, FNAC needed a better self-service experience to reduce repetitive requests and free agents for more complex issues.

To address this, FNAC partnered with Cleverly and implemented Cleverly Self-Service with customized look, feel, and interactions to better match the brand experience. The results were strong: FNAC reached a 72.7% deflection rate and 51.4% of tickets solved through self-service alone, with initial results of 60% deflection and 30% resolution within two weeks. Cleverly helped FNAC improve customer experience while also reducing support load and hiring costs.

FNAC

Carla Figueira

Head of Customer Care