Case Study: Air France achieves 93% customer satisfaction with iAdvize Click to Chat

Air France - Customer Case Study

Air France, France’s flag carrier founded in 1933, faced a digital customer‑service challenge as its website began to account for nearly half of all customer contacts and email proved too slow for many travellers. With large, multilingual contact centres across Europe, the airline needed a faster, more convenient way to advise and support online visitors and boost satisfaction during the critical booking and post‑purchase stages.

Working with iAdvize, Air France deployed a reactive Click to Chat solution (fixed and floating buttons) at key points in the booking engine and order‑management pages, trained 100+ agents and provided coverage Monday–Saturday, 9am–9pm. The behavioural‑targeting chat service delivered a first response in about 30 seconds, produced a 93% customer satisfaction rate from some 50,000 conversations (96% satisfaction with response speed), achieved 25% conversion on pre‑sales chats and has been rolled out across multiple country sites.

Airfrance

Alain Vendrasco

Air France