Customer stories
How Fnac Darty uses Apizee to reduce its rate of home visits
Find out how the retail giant is improving its customer service and reducing its environmental impact with video communication.
Find out how the retail giant is improving its customer service and reducing its environmental impact with video communication.
Present in 13 countries, 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. With over 25,000 employees and 987 stores, the group is a major e-commerce player.
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.
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.
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.
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