Case Study: Cdiscount.com achieves 85% customer satisfaction and 17,000 monthly expert chats with iAdvize (ibbü)

How Cdiscount is Using Messaging to Guide 17,000 Visitors per Month

Cdiscount, the Casino Group’s French e‑commerce leader (≈€3B GMV in 2016, 9,000 marketplace partners), wanted to improve on‑site purchase guidance by offering authentic, real‑time support across categories like high‑tech, video games, decoration and childcare. The challenge was to supplement traditional customer service with vetted independent experts who could provide personalised, professional advice 24/7 and reliably guide shoppers’ decisions.

ibbü integrated ~60 vetted “savvy enthusiasts” into Cdiscount’s website via a chat window, covering seven product families and handling about 17,000 conversations per month. The service delivers an 85% customer satisfaction rate, a +6‑point increase in perceived response quality, longer, more engaging conversations, and now provides dependable, around‑the‑clock support that Cdiscount plans to expand to more categories.

Cdiscount.com

Isabelle Eloir

Business Development Manager