Use Case:
Intelligent callbacks for exceptional situations:
Remain confidently reachable even in the event of an unexpectedly high rush in customer service.
Effective control of spontaneous call peaks
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Challenges
- Unexpected peaks in exeptional situations
(e.g. seasonal or extreme weather events in insurance) cannot be solved with existing personnel - Internal stress and long working days due to peak situations
- Customer complaints/churn, negative PR, and loss of customer loyalty as long-term consequences
virtualQ
- Eliminated waiting time using callbacks and appointment scheduling, rendering exceptional situations manageable
- Avoided multiple contacts
- Optimized contact distribution and utilization
Benefit
- Reliable service and reachability guaranteed in exceptional situations
- Increased customer satisfaction through transparency
- Employee workload reduced
- Customer churn lowered and positive brand image maintained
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Especially during busy seasonal peaks such as Easter or Christmas, virtualQ is a good solution for us. Implementation went smoothly and without complications; our cooperation is very transparent.
Sven HämmerlingProjektmanager Customer Intelligence & CRM 
