Customer support

Customer support plays a key role in the travel experience. And, because every successful interaction is a step closer to customer satisfaction, we put our expertise and technology at the service of a more personalised, streamlined and optimised customer relationship, for our consumer product SNCF Connect as well as for our BtoB and BtoG solutions.

Our customer support in figures

12,000

members of the 'Connect&Vous' community

10M

personalised 'My Retrainspective' reports

sent to SNCF Connect customers in December 2024

3,500

ticket inspectors equipped with our ticket inspection solution

Making every journey as smooth as possible.

Building trust and customer loyalty

At SNCF Connect & Tech, we put technology at the service of customer relations, in the firm belief that it is a real driver for improving the accessibility, personalisation and effectiveness of interactions.

In stations, on the web or by telephone: passengers can get assistance at any time during their journey. On the SNCF Connect website and app, we offer users an efficient, responsive interface for an optimised experience, with an effective chatbot and advisors available 7 days a week to handle queries if the chatbot cannot find the right answer.

Every month, our training teams meet with SNCF Connect users to discuss the latest features of the service and encourage use of it. In parallel, our Connect & Vous customer community contributes ideas to continuously improve our service.

Through tailored relationship marketing programmes, we support our customers by proposing offers adapted to their preferences and helping them discover the latest SNCF Connect features.

In addition to SNCF Connect, our customer support at SNCF Connect & Tech also includes digital solutions for ticket inspectors, enabling ticket inspection and ticket sales on board when necessary. The aim is to offer train and station staff a turnkey solution that guarantees a seamless customer experience.