Case Study: Fnac achieves improved digital self-service and omnichannel support with Inbenta

Fnac - Customer Case Study

Fnac, a leading retail and ecommerce company, has been building an omnichannel customer experience as online sales grew to 20% of total revenue. To support this growth and make customer interactions faster and more scalable, Fnac needed a first-level self-service layer that would reduce routine contacts and free up customer service teams.

Using Inbenta, Fnac launched a customized help center, an AI chatbot (with planned WhatsApp deployment) and an integrated live chat—three support channels that quickly connected to their CRM and provided instant, intent-driven answers. The quick implementation and unified platform standardized responses across channels, increased Help Center usage (especially on mobile) while keeping overall contact volumes steady, and gave the team analytics to proactively optimize content.

Fnac

Ana Herrero

Ecommerce Operations & Customer Service Manager