Case Study: Fnac Darty Achieves 97% CSAT Rate With Apizee

Fnac Darty is a European leader in omnichannel distribution, specializing in the sale of technical equipment and household appliances, as well as cultural and leisure goods.

Challenge

As a leader in after-sales service, Fnac Darty places customer satisfaction at the heart of its strategy. That’s why the Group wanted to implement video communication within its customer service department. The aim was to offer customers a simpler, more efficient and more user-friendly service.

Solution

Fnac Darty chose to implement Apizee’s visual assistance solution to carry out technical diagnostics, remotely solve problems encountered on household electrical and multimedia products, prepare home interventions and carry out remote expert appraisals on behalf of insurers.

The solution is easy to use. Thanks to its 100% web interface, customers don’t need to download an application or create an account to access visual assistance.

Easy to deploy, the tool was quickly adopted within the group, as it offers an extremely favorable quality/benefit ratio.

Furthermore, collaborative features such as remote snapshots and real-time shared annotations enable the advisor to easily guide the customer from a distance.

At the end of the session, the customer can complete a satisfaction survey and rate the quality of the exchange with the advisor.

“What we appreciate most is the ease of deployment, the ease of use, no need to install any software and then above all the Wow effect from our customers,” said Christophe Famechon, Customer Relations Director.

Used for technical assistance, videoconferencing offers a number of benefits: a better remote resolution rate, and therefore fewer in-home interventions, much higher customer satisfaction and a considerable reduction in carbon footprint.

Results

• 97% Satisfaction rate for each session
• 5000 Visual assistance sessions per month
• 3 Intervention avoidance points gained

This blog post has been re-published by kind permission of Apizee – View the Original Article

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About Apizee

Apizee helps businesses resolve complex customer issues remotely by combining video calls, screen sharing, co-browsing, visual AI, and a video API in one seamless platform.

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Author: Apizee
Reviewed by: Robyn Coppell