Use Case:
Focus on customer satisfaction - Intelligent callbacks to increase NPS
Offer service excellence with reliable, up-to-the-minute callbacks with wow effect.
Increase customer satisfaction through excellent service
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Challenges
- Poor reachability and intermittent waiting times in the service hotline lead to low customer satisfaction
- High customer effort score (CES) due to long waiting times and multiple calls
- Callers are dependent on the telephone hotline/ consulting service
- Calls are frequently lost
virtualQ
- Call volumes are evened out by means of intelligent callbacks
- After a set waiting time, to-the-minute callbacks are offered
- Callbacks and appointments are bookable as an additional option by phone, on websites, in chats or apps around the clock
Benefit
- Maximum reachability for higher customer satisfaction
- Increase in NPS and unique customer experience
- Callbacks bookable through multiple channels provide desired flexibility
- USP in service and lower CES
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Since the introduction of virtualQ, customer satisfaction is at an all-time high!
Emmanuel Bächli Head of Customer and Intermediary Service 
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