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OUR Story
How it all started
VirtualQ co-founder Ulf Kühnapfel had to wait 40 minutes on the phone for his internet provider. For 40 long minutes, he had no choice but to listen to their musical jingle over and over again. And from the ashes of these 40 long minutes was born an idea for a better customer service experience – virtualQ.
VirtualQ focused on the service industry, an industry that well-known mentors and industry insiders valued. They shared a common goal: Stop waiting on hold! And thus, virtualQ was officially born.
VirtualQ offers the kind of service that Ulf Kühnapfel would have liked from his internet provider. The virtualQ Waiting Service allows callers to hold their place in line virtually, and connects them to an agent when it is the caller’s turn. Callers first dial into customer service centers via app, web, or phone. Their waiting position is held in a priority line, and as soon as it’s the caller’s turn, the caller is notified by push notification or SMS. Once the caller receives the notification, the caller can call into the customer service center, and be directly connected with an agent without waiting in line.
Unlike Ulf Kühnapfel, callers who call customer service centers using virtualQ don’t have to spend time waiting on the phone, unsure when they’ll be connected to an agent. Callers using virtualQ can spend that time they would have spent waiting on more important things. And it’s not just the callers that benefit, customer service call centers who use virtualQ significantly increase its customer satisfaction, and improve staff utilization through peak smoothing and realizing savings potential. A win-win situation for everyone involved.
Less than two years have passed since the first line of code was written. During this time, virtualQ has recruited employees, established partnership, won national and international prizes, convinced well-known investors, and implemented various customer projects.
And that was just the beginning of virtualQ’s success story! VirtualQ has set itself ambitious goals to drive business growth and revolutionize the service center market in the long term. Stay tuned!
Editor’s note: Ulf Kühnapfel, of course, changed his Internet service provider after experiencing such terrible customer service.
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VirtualQ products are protected by patents.
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»In my entire Customer Service career, I have never experienced the kind of gratitude as has been shown by our customers when they use the first-class, specialised service offer from virtualQ. I’m immensely enthusiastic about it!«
Susanne Matzke-Ahl | Managing Director GKS Gesellschaft für Kommunikationsservice mbH
»VirtualQ’s expertise in data science and machine learning has allowed us to integrate an innovative and straightforward voice solution into our service. We can now spend more of our valuable time speaking with our customers.«
Ralf Stoltz | Manager of Customer Development Haufe-Lexware Service GmbH & Co. KG
»Improving your customer service can be fun! The innovative solutions from virtualQ have us totally excited at swb Vertrieb! Thanks to the straightforward and enjoyable collaboration with virtualQ, we managed to not only optimise our processes, but also significantly improve the service experience for our customers.«
Birgit Heidergott | Customer Service swb Vertrieb GmbH
»My experience with virtualQ – fast, efficient, goal-orientated and totally straightforward. A brilliant company.«
Ralf Stoltz | Manager of Customer Development Haufe-Lexware Service GmbH & Co. KG
»We have found a partner in virtualQ whose innovative, customer-orientated solutions have solved the well-known problem of waiting in line. Since we started our collaboration, we’ve not only improved our customer service but have also been able to better utilise our capacity.«
Alexander Schmid | Managing Director, SBS Communication AG
»Our sales reps are very happy with the product and this is reflected by higher close rates.«
Benjamin Neulinger | Bausparkasse Schwäbisch Hall
»virtualQ has always been a direct contact of ours. Communication was extremely fast and purposeful. Implementing virtualQ was a lot of fun!«
Andreas Franz | Managing Director, H.B.C. Hanse Betreuungscenter GmbH
»With the help of virtualQ in-house, we have been able to improve communication between our service employees and our field staff. Our customers benefit first and foremost from improved service.«
Benjamin Neulinger | Bausparkasse Schwäbisch Hall
»With virtualQ, we have created another unique selling point on the market for erf24 and now experience better customer loyalty.«
Mario Leinhos | Geschäftsführer erf24 touristic service GmbH
»virtualQ services in one word? A WOW effect! In particular, the virtualQ web feature is just great. Easy to work with, exactly how I imagined it would be!«
Alfred Wimmer | Kundenservice ÖBB
»Thanks to virtualQ, we’ve been able to create positive customer experiences that have never been seen in the industry before. We are very satisfied with virtualQ and surveys prove that N-ERGIE customers are very satisfied with what virtualQ has to offer!«
Gerhard Weber | Kundenservice N-ERGIE
»For us, using virtualQ in the Quickline network has paid off within a very short time! Our customers are much happier and our service KPIs have improved significantly. Specifically, since using virtualQ, we have increased our accessibility in peak times by 10% to 15%. We are very satisfied and would choose virtualQ every time!«
Markus Grün | Director Customer Service & Quickline Networks | Quickline