Case Study: Boursorama Banque achieves 1,300 leads per month with iAdvize

Boursorama Banque - Customer Case Study

Boursorama Banque, the leading online bank in France with over 550,000 customers, needed to combine high customer satisfaction with operational efficiency while handling a heavy digital workload (about 1,200 calls, 250 emails and 400 chats daily). As a 100% online “pure play” bank, it introduced Click to Chat to add a human touch to pre-sales and support, and partnered with external Webhelp agents to scale contact handling and learn best practices.

Boursorama implemented a two-tiered chat model with trained agents guiding visitors—especially those opening accounts—through purchase decisions, using behavioural targeting to drive engagement. The program added roughly 7,000 chat contacts per month, achieved a 19% conversion rate for chatting visitors and reached 90% satisfaction among users assisted by chat.

Boursorama Banque

Guillaume Mézard

Front Office Manager, Customer and Sales department