FNAC is the largest retailer of cultural and electronic products in France.
Their aim was to increase sales on fnac.com and add a human touch to the online customer service they provided.
With Click to Chat, FNAC transform 25% of visitors who chat into customers.
The sales generated thanks to chat represent 25% of the global fnac.com customer service turnover.
"Although our main motivation was to optimise the quality of customer service on fnac.com, we have clearly achieved an immediate ROI with this solution."
Victoire Auque, Fnac.com