Feu Vert gives its experts a voice to support online choice

Background

In an environment where technical expertise can sometimes seem complex to customers, Feu Vert wanted to enhance clarity and support on its e-commerce site. The aim was to improve understanding of the services and products on offer, while bringing a more human dimension to the online experience.

To meet this ambition, the company approached EKOO to integrate audio capsules directly onto its pages. This format enhances the voice of Feu Vert experts, while facilitating access to clear, useful and reassuring information for web users. In this way, the voice becomes a relay of trust, serving a more fluid and engaging browsing experience.

Convinced by the impact of the initiative, Feu Vert subsequently expanded the program to the Spanish market, confirming the effectiveness of audio as a tool for customer support on an international scale.

The project

Several workshops were held, both in person at Feu Vert’s headquarters in Écully and remotely, to develop the content collaboratively with the teams. Initially rolled out in France, the program was subsequently expanded to Spain, allowing other clients to benefit from this audio consulting experience.

The first covers the services offered by auto centers, such as servicing, oil changes, tire changes and air-conditioning maintenance. These capsules help you to better understand the differences between service levels, and to quickly identify the offer best suited to your vehicle.

The second covers technical products, including batteries, bicycles and accessories. These contents offer simple guidelines to help you make the right choice for your needs.

Each of these capsules, lasting 30 to 40 seconds, is carried by a Feu Vert expert: product manager, member of the digital team or workshop manager. They give practical, reassuring advice.

On some pages, several capsules are offered to enable a clear comparison between offers. This approach helps to guide the user in making a confident decision.

The results

Since the launch of the system, initial feedback has confirmed users' interest in the audio format. The capsules are used as a genuine support tool, accessible, reassuring and useful.

One in ten internet users clicks on an audio clip to learn more before booking a service
The most-listened-to podcasts are those that offer multiple levels of service
Audio is seen as a clear, simple, and reassuring tool by both customers and internal teams
The system is now being rolled out internationally and is also available on the Spanish market

Feu Vert continues to record new content today, with the aim of expanding the range of services available online and continuing to roll out this audio experience across its various markets. Voice is gradually establishing itself as a key component of the digital experience, complementing other advisory channels.

Listen to our audio features at Feu Vert

Drain

Braking