Case Study: Cofidis achieves premium customer experience and optimised lead generation with iAdvize

Cofidis deliver a premium customer experience and optimise their lead generation

Cofidis is a leading consumer credit specialist in France with about 2 million clients and 35 years’ experience, operating across several European countries. Faced with rising customer expectations and intense competition, Cofidis needed to deliver fast, efficient multichannel customer service across the entire buyer journey to improve debt-collection purchase experiences, sustain its Customer Service of the Year leadership, and optimise lead generation.

Cofidis deployed the iAdvize conversational platform—combining chatbots for simple tasks (passwords, application guidance) with trained human agents for complex cases—across messaging, social and SMS channels. The multichannel strategy cut emails by 15%, achieved 93% customer satisfaction after bot+human conversations, a 16-second average response time and an NPS of 28 (vs. a 22 sector benchmark), while supporting sustained Customer Service of the Year wins and scalable, cost-efficient lead generation.

Cofidis

Sandrine Facon

In charge of Multimedia at Customer Regularisation Department