messages received between January and November 2021
customers who chatted with a human agent received an answer in less than one hour
message average per conversation between customer and human agent (vs 4+ for email)
decrease in customer service email volume in 2021
Flexible shopping experiences
A leading retailer in Europe, Fnac Darty specializes in household appliances, electronics, and entertainment products. It operates more than 700 stores in eleven countries throughout Europe, the Middle East, and Africa, and aims to provide customers with in-store, online, and omnichannel shopping solutions that suit their needs.
Since 2020, the company has seen significant growth in online and click-and-collect orders due to changing consumer behavior brought on by the coronavirus (COVID-19) pandemic.
Providing excellent customer service
The retailer wanted to revamp its customer service experience so that it would be convenient, efficient, and hyper-scalable.
Adopting mobile-first customer care solutions
Fnac Darty worked with Alcméon, a SaaS messaging solutions provider, to design a hybrid customer care experience and integrate it with 10 social messaging channels. The channels included Facebook, Messenger, Instagram, Instagram Direct – a new messaging channel for the team – and WhatsApp, which the company wanted to use to communicate with an allowlist of premium customers, such as those who subscribe to the company’s unlimited repair service.
Using Alcméon’s platform, the Fnac Darty customer service team implemented Messenger API, Messenger API for Instagram and WhatsApp Business API, which enabled incoming customer queries from an automated Messenger experience to be transferred seamlessly to the company’s customer care team so that they could further assist customers.
By working with Alcméon and introducing a hybrid messaging experience into its customer care mix, Fnac Darty saw increased agent productivity. After experiencing a marked decline in email inquiries, the company decided to remove email as a customer service channel. It also earned the following results:
- 1 million messages received from customers using Messenger, Instagram Direct and WhatsApp, between January and November 2021
- 91% of customers who chatted with a human agent received an answer in less than one hour
- 2.5 message average per conversation between customer and human agent (vs 4+ for email)
- 70% decrease in customer service email volume in 2021
“Customers want us to be and answer them where they are: on Facebook, Instagram and messaging apps like Messenger and WhatsApp. As customers are increasingly mobile-first, email is a less convenient channel for service than it used to be. With Alcméon, our teams were able to offer messaging quickly and at scale to our prospects and customers, and we were able to reduce the volume of emails by 70% in 2021.”
These are the building blocks of your Messenger experience. Whether you’re looking to generate leads, drive sales, or provide customer service, we have the solutions you need.
Messenger API for Instagram
Integrating with existing tools and data, the Messenger API for Instagram makes managing high volumes of customer messages easier--helping to turn conversations into business outcomes.
WhatsApp Business Platform
Connect with customers easily by using tools to automate and quickly respond to messages.