Case Study: Voyages-sncf.com achieves real-time Messenger customer service and order tracking with iAdvize

Voyages-sncf.com now provides customers with Messenger support via the iAdvize platform

Voyages‑sncf.com, the leading online travel brand in France, faced the “ubiquity” challenge of meeting customers’ expectations for fast, human and conversational support across social platforms like Facebook Messenger. The company already handles large volumes of real‑time contacts—about 120,000 website chat/video interactions and over 100,000 social enquiries annually—so it needed a way to extend its high‑speed service to the messaging channels customers use every day.

By integrating Facebook Messenger into the iAdvize conversational commerce platform, Voyages‑sncf.com centralised all live conversations so agents can handle website chat, Messenger and other channels from one interface, provide order‑tracking and notifications in‑app, and access unified reporting on response times, sales and handling metrics. The rollout made Voyages‑sncf.com the first French brand to offer Messenger support via iAdvize, delivering a faster, smoother customer experience, higher engagement and a scalable model for expanding the channel across other sites.

Voyages-sncf.com

Franck Gervais

Managing Director