Case Study: Banque Casino achieves reduced calls, emails, and contact costs with iAdvize

Reduce call and e-mails through messaging

Banque Casino, a financial services customer, wanted to reduce calls and emails while staying connected with increasingly digital customers. Since 2017, it has used iAdvize’s conversational platform to provide personalized assistance across its website, mobile, and Facebook Messenger.

iAdvize implemented messaging and a chatbot-led conversational strategy to initiate, qualify, and route requests to the right agents. The results included messaging accounting for 60% of customer contacts, calls dropping from 70% to 47%, a 20% to 30% reduction in emails, 11-second average first response time, 72.4% CSAT, +20% productivity, -30% contact costs, and a 10.9-point NPS gain.

Banque Casino