Use Case:
Process workflow optimization for effective customer service
Optimize your workflows with automated contact control between 1st-/ 2nd-/ 3rd-level support.
Fewer manual tasks for your agents
Challenges
- 1st level agents are not able to handle queries and close cases
- Customer complaints accrue due to breaks in communication
- Manual callbacks and processes are potential sources of error
- High expenses and limited availability of 2nd/ 3rd level agents dog processes
- Loss of information is chronic
virtualQ
- Automatic appointment allocation between the 1st and 2nd/3rd level
- Information transfer for better preparation of the agents
- Callbacks set up automatically without additional effort from agents
Benefit
- Optimization of internal processes
- Reduction of workload in 2nd / 3rd level
- Error prevention through reduction of manual work
- Optimal workload and reachability in 2nd / 3rd level
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With virtualQ, we were not only able to optimize our processes, but also significantly improve the service experience for our customers.
Birgit HeidergottCustomer Service 
