Success Story -
Providata
Thanks to an intelligent callback function, Providata’s customer service offers customers contact access around the clock.
Long holding times are now a thing of the past.
24/7 customer service at providata!
Providata (formerly e.dat GmbH) is a company that provides data analysis and reporting software for the energy industry.
Thanks to an intelligent callback function, Providata’s customer service offers customers contact access around the clock. Long holding times are now a thing of the past.
Challenges
- Rising energy prices lead to increasing call volumes
- Lack of acceptance for voice automations by callers
- Skills shortage
- Many standardizable requests and queriesoccupy and therefore obstruct the well-trained agents.
Goal
- Create positive customer experience with maximum efficiency
- Smooth out the contact peaks in telephone contact and distribute them evenly throughout the day
- Frequent standard questions and information queries should be automated
- Repeat calls that artificially inflate the output volume should be stopped
Result
- 24/7 Customer service
- Customer data is automatically forwarded by virtualQ
- Relieving employees’ workload
- Improved call management and reduced lost calls
- Increase adoption of voice automation
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With virtualQ Phone, providata's customer service can be offered 24/7.
Thanks to virtualQ’s voice assistant, providata’s customers were provided with a customer service that is at their disposal around the clock. This gave customers the opportunity to schedule callbacks outside business hours. As a result, peaks are diverted and well balanced!
Increased reachability & customer satisfaction thanks to virtualQ.
With the help of virtualQ software, call loads were redistributed, eliminating periods of high stress levels for employees and long wait times for customers. Callers can now be certain as to when they can expect a callback and you can simultaneously increase reachability for your clientele and broader contact base!
virtualQ for greater employee-
relief within providata's customer service.
The skilled labor shortage meant that there was a lack of qualified employees who could handle the large call volumes. Consequently, existing employees were overwhelmed. The voice assistant alleviated their workload them and thus allowed them to focus on more complex topics and customer queries! This has enabled agents to be deployed more efficiently.
