Case Study: Banque Casino achieves 20% fewer incoming emails and instant messaging support with iAdvize

Banque Casino - Customer Case Study

Banque Casino, a retail bank jointly held by Crédit Mutuel-CIC and the Casino Group that provides payment and financing solutions for online retailers (notably Cdiscount), needed to offer more real-time, responsive customer contact to boost retention, reduce abandonment during subscription/payment flows, and streamline after-sales support.

They combined website live chat and Facebook Messenger to provide instant help, allow document uploads in-chat, and give agents better visibility into customer journeys. Since rollout, emails have decreased by 20%, 30% of contact‑page visitors use chat, Messenger handles about 672 conversations/month, first replies average 37 seconds, satisfaction is 91.4%, and 60% of chat traffic stems from the Cdiscount payment form—while agents report improved workflow and customer interactions.

Banque Casino

Tony Chavatte

Responsible for the Customer Experience Department