Use Case:
Preventing customer loss through reachability & service quality
Stand up to your customer churn – with intelligent callback management that will delight your customers.
Wow effect instead of waiting on hold
Challenges
- Customer churn due to poor service experience
- Higher costs for new customer acquisition necessary to compensate for losses
- Lost revenues due to shorter customer lifetime
- Negative public feedback from customers faced with poor reachability
- Advantage for competitors
virtualQ
- If waiting times become excessive in high contact volumes, virtualQ offers the option of callback appointments
- AI calculates the best time for callbacks and appointments based on capacities
- Every call is recorded in the system
- Long waiting times are eliminated
- Lost calls are eliminated
Benefit
- Increased customer loyalty due to maximum reachability
- High customer satisfaction from realiable service
- Higher revenues through increased customer lifetime
- Reduction of lost calls and redials by 50-70%
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The most rewarding aspect of using virtualQ is the reaction of our customers’ reaction to this option, which is overwhelmingly ; it is very positive. Satisfied customers increase brand loyalty and profits.
Christian HeuserQuality Management Officer 
