Eureka moment while on hold –
a start-up entrepreneur story.
No more endless waiting on the phone for customer service to finally pick up- that’s the promise of virtualQ. Insteand, the Berlin-based startup puts itself on hold so that callers don’t have to.
Ulf Kühnapfel had already been waiting for 40 minutes for a response from his internet provider when, suddenly, there is some noise – and the call was terminated. Annoyed, he called again, and spent another 20 minutes with the phone receiver pressed to his ear until he was finally connected to an employee. These are familiar scenes for anyone whose ever had to call a service hotline – yet this every problem is also what led to the creation of virtualQ.
The startup offers software that queues up for callers of call centers. Whether it’s an internet service provider, insurance company, or electricity supplier, the Berlin-based startup virtualQ can be used by virtually any company which provides customer service over the phone.
Intelligent queue management explained briefly
Through virtualQ’s intelligent queuing management, the caller signs in via the company’s homepage or app and leaves his or her phone number. If the spot in the telephone queue become available, the user gets an SMS or a push message and can call again – this time without waiting. Alternatively, customers of companies that use virtualQ can also use a callback function.
A B2B solution focused on customer needs
The concept sounds like a consumer product, but it is actually a B2B solution. The founders, brothers Jens and Ulf Kühnapfel, and Niels Liebisch offer their product to call center operators and manufacturers of call center software. Using a programming interface, the virtualQ software is integrated at the call center. Among other things, virtualQ aims to generate revenue through an installation fee and an annual license fee, keeping the service free of charge for callers.
First investors on board
virtualQ is on the right track: The start-up, founded at the end of 2014, has just won the ICT Innovation Award. Next, the Berliners were able to close their first seed round, with funds provided by venture capitalist High-Tech-Gründerfonds (HTGF). “Some business angels had already participated before,” Jens Kühnapfel told Gründerszene.
Market-ready product and first customers
End customers are currently not able to use the service. Once the virtualQ software is running at enough call centers, the service will go live, Kühnapfel said, whosestart-up has already managed to close deals with six customers. An overarching app which will allow all call centres using virtualQ to be reached directly is also scheduled for launch.
Innovator in Germany with successful role models
Virtual queuing is not entirely a new idea. In English-speaking countries, there are providers also aiming to solve the queuing problem using technology – even in person! Los Angeles-based Qless, for example, offers an option of joining the queue at the supermarket checkout via app – as soon as the customer enters the store…
