Case Study: Fioulmarket.fr achieves 25% chat conversion and 91% customer satisfaction with iAdvize Click-to-Chat

Fioulmarket TOTAL’s 100% online subsidiary, has digitised customer service and now transforms 25 % of visitors who chat

Fioulmarket, TOTAL’s 100% online fuel subsidiary, sells home heating oil across France and set out to digitise customer service to better reassure predominantly older customers, improve online communication and lift sales through the website.

Working with iAdvize, Fioulmarket rolled out Click to Chat with a customised targeting strategy and three-stage agent coaching. Two months after launch the channel drove strong results: about 25% conversion of visitors who chat, 91% customer satisfaction, an average handling time of ~12 minutes, higher average baskets for chatters—and the project also unified the team and improved performance monitoring.

Fioulmarket.fr

Sophie Trébuchet

Digital Team