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.
Adrian Swinscoe, CX advisor and workshop facilitator, shares why great experiences are built in the present. Check out the latest Apizee CX Voices interview.
![[CX Industry Voices] Interview with Adrian Swinscoe](/scripts/files/68494c5a1cb184.84239183/adrian-swinscoe.png)
[CX Industry Voices] Interview with Adrian Swinscoe
11 Jun 2025
Declan Ivory, VP Customer Support at Intercom, shares how tech innovation transforms CX. Discover his bold vision in our CX Industry Voices interview.
![[CX Industry Voices] Interview with Declan Ivory](/scripts/files/6842dc3b478912.73769971/declan-ivory.png)
[CX Industry Voices] Interview with Declan Ivory
6 Jun 2025
Giulio Castiglioni, Customer Care Director at Playtomic, shares how simplicity, empathy, and AI are redefining customer experience at scale. A new interview from Apizee's CX Ind...
![[CX Industry Voices] Interview with Giulio Castiglioni](/scripts/files/68372f03a56c31.16557117/interview-giulio-castiglioni.png)
[CX Industry Voices] Interview with Giulio Castiglioni
28 May 2025
Interested in our solutions?