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Groupe Bayard's Strategy To Transform Customer & Employee Experience Based On Symmetry Of Attentions

How does Bayard double the weight of their autonomous customer service and halve the time it takes for advisors to become competent through self-service? 

Groupe Bayard has established a true knowledge hub to meet the growing needs of its customers for autonomy in accessing information while making it easier for advisors to access information. In this business case, you will discover the strategy of Groupe Bayard that allowed them to:

  • Reduce the number of incoming level 1 requests and increase FAQ traffic by more than 53%.
  • Have constantly improving customer satisfaction.
  • Achieve better quality in handling requests by advisors.
  • Centralize customer knowledge in a single, easily manageable tool.


internal knowledge base case study