Case Study: FNAC.com achieves faster responses and +10–30 NPS with iAdvize

Fnac Darty reinvents its customer relation strategy with messaging

Fnac Darty, France’s second-largest e-commerce retailer with 700+ stores and about 10 million customer contacts a year, faced the challenge of simplifying and unifying omnichannel journeys across in-store, e‑commerce and click‑and‑collect touchpoints. Messaging had already become the second-most-used channel after phone, so the company needed a scalable, reliable digital and logistics backbone to support fast, consistent customer interactions.

Fnac Darty implemented the iAdvize conversational platform and adopted a messaging‑first strategy for pre‑ and post‑sales to boost capacity and streamline experiences (online queries rose 50% during the first COVID wave). The shift delivered measurable gains: +10–30 NPS points versus phone and email, a 30‑second average response time, agents handling four conversations simultaneously, and email volume cut by three—resulting in higher customer satisfaction, productivity and agent well‑being.

FNAC.com

Christophe Famechon

Head of Customer Service