Success Story -
Haufe Lexware
40% less workload for customer service representatives through the introduction of automation in the contact centre.
Strain taken off Haufe Lexware customer service
as the virtualQ voice assistant answers
25% of all customer queries
Haufe Lexware customer service sees a drop in workload as virtaulQ assistant (VQ Phone) supports employees, providing more capacity for complex issues and making service more customer-friendly. virtualQ simplifies customer service by using a voice assistant for general inquiries and thus allowing agents to focus on more complex enquiries.
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Success Story!
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Challenge
- Integrating all functions into existing technical infrastructure
- Surmounting callers’ reluctance to use voicebots
- Providing complex customer service (including technical support, general support)
- Distinguishing between fee-based and free customer service
- Stopping FAQ questions from blocking customer service, which leads to long waiting times
Goal
- Automation for frequent and formulaic data collection
- Workload relief agents
- Increases in employee satisfaction
- More efficient and customer-friendly hotline processes
- Optimization of internal processes
- Cost savings
Result
- Approx. 40% of all incoming calls processed automatically with the help of the virtual assistant.
- Increased reachability
- Selection of callers according to reason for call
- Approx. 25% of typical FAQs answered in advance by virtualQ
- Strain on employees reduced
virtualQ language assistant has been accepted by customers
Prior to virtualQ integation, voicebots were rejected by customers. Yet since virtualQ has been in use, on average around 25% of typical FAQs (e.g. questions about serial numbers, etc.) have been anwered by the virtual voice assistant.
Complex customer service has been simplified
Due to the difference between premium and standard customer service, customers often inquired using the wrong part of customer service. This led to a very high, often unmanageable volume of contacts.
With the help of virtualQ’s call routing, these challenges have been simplified. As a result, customers are now efficiently directed to the right customer service department for their query.
virtualQ and Haufe Lexware optimise customer service
The aim was to optimise internal processes, thereby saving costs, as well as to achieve greater satisfaction on the part of employees and customers.
By cooperating with virtualQ, Haufe Lexware was able to achieve these goals!
