Monoprix is a major French retail chain specialised in town centre supermarket shopping. It's the French equivalent of Waitrose.
Monoprix synchonise the web chat channel with their CRM, their aim being to emulate online the personalised service they provide in shops.
By reconciling the online and offline customer experience, they've created a 360° customer experience.
20% of visitors who chat become customers.
"It’s the first time that we’ve implemented a new customer service channel which not only attracts additional contacts but which also diverts contacts from the tele- phone, thereby increasing quality and productivity!"
Patrick Guimet, Head of Customer Relations
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