Fnac Darty Rolls Out Its Video Sales Advice Service Nationally to Deliver In-Store Quality Sales Advice Remotely

An innovative service that provides customers with a more human and personalized digital purchasing experience, and gives them access to advice from Fnac and Darty experts from the comfort of their own home.

After successful trial runs, Fnac Darty is rolling out a video sales advice service, designed to support its online customers in their purchasing decisions, at a national level across its Fnac and Darty network.

Thanks to this free and universal service, customers can get advice from experts in Fnac and Darty stores via video chat, then make their purchases on Fnac.com and Darty.com, all as part of a tailor-made customer journey.

This feature can be directly accessed from the Fnac and Darty e-commerce websites via a chat window and is available from 10:00 to 19:00 Paris time. It is intended as a “personal shopping” service, allowing customers to select the best products according to their needs and usage habits with the help of an in-store sales expert. Customers can receive step-by-step guidance, view in-store products remotely and get information on the features and functions of the products they are interested in.

Thanks to the commitment, expertise and exceptional agility of our salespeople, we have expanded and consolidated our service across France. We are therefore able to provide an effective solution to the overwhelming amount of choice and indecision that customers face online. Our customers can now enjoy a digital experience that mirrors the welcoming atmosphere and wealth of expertise provided by our salespeople in our physical stores. With this tool, we’re one step closer to achieving our goal of setting new standards for the future of omnichannel retail.

Samuel Loiseau, VP Customer, Marketing, and Business Development at Fnac Darty

At the end of 2020, Fnac Darty trialed a new video sales advice service to keep pace with changes in French people’s digital purchasing behavior.

The first pilots involved some 50 salespeople from Fnac stores in the Île-de-France region and Darty stores in the Auvergne-Rhône-Alpes region. Today, more than 1,200 Fnac Darty salespeople are trained and prepared to support the expansion of this new mode of communication across the Group’s network.

The trial period demonstrated the relevance of this tool, as it helps to meet a real consumer need. Since its inception, this communication solution has generated more than 100,000 interactions on both brands’ websites. The dedicated Fnac and Darty teams are thus ready to face the peak sales periods around the end-of-year holidays, when they will hold more than 5,000 conversations a week.