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.
TRUSTED BY THE FOLLOWING COMPANIES
Skipping the Queue means happier customers and more efficient call centers
Decreased Average Handling Time (AHT)
Increased workforce efficiency
Decreased call center costs
Increased customer satisfaction
Increased service level
Decreased abandoned calls
HOW IT WORKS
The Virtual Waiting Service works by saving your caller’s spot, and then calling them back when it’s their turn again.
A CALLER REACHES YOUR SERVICE NUMBER
THE VIRTUAL WAITING SERVICE WAITS IN PLACE OF THE CALLER IN THE QUEUE
CALLER IS INFORMED AND IS CONNECTED TO THE NEXT AVAILABLE AGENT
VIRTUALQ OFFERS DIFFERENT SERVICE OPTIONS
Virtual Waiting Service works by saving your caller’s spot, and then calling them back when it’s their turn again.
SERVICE OPTIONS
CALL-IN
VIRTUAL QUEUE
Optimize your agent utilization rate by having your customers call in when it’s their turn. By selecting the call-in option with virtual queuing, you ensure a steady, consistent stream of calls to your agents to improve workforce efficiency.
INTELLIGENT CALL-Back
VIRTUAL QUEUE
Maximize your customer support experience by having us directly call your customers when it’s their turn. By selecting the call-back option with virtual queuing, your customers can be rest assured that they’ll be assisted without any additional effort on their end.
INTELLIGENT CALL-Back
APPOINTMENT
Maximize your customer satisfaction by having us directly call your customers at a selected time of their choice. By selecting the call-back option with appointment scheduling, your customers are empowered to select a time that works for them and for your contact center to increase the quality of customer support.
CUSTOMIZABLE CALL-FLOW OPTIONS
virtualQ offers additional customizable options, so that you can decide how we connect your agents to your callers:
AGENT-DIRECT
We directly connect a specific agent to your caller to maximize customer experience & support.
AGENT-FIRST
We directly connect an agent to your caller to maximize customer experience.
CALLER-FIRST
We connect to callers first and then connect them to the next available agent to maximize agent efficiency.
JOIN OUR HAPPY CUSTOMERS
Ralf Stoltz
Manager of Customer Development
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
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
Customer Service
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
Customer Service
With virtualQ, we have created another unique selling point on the market for erf24 and now experience better customer loyalty.
Mario Leinhos
Managing Director
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
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
Our sales reps are very happy with the product and this is reflected by higher close rates.
Benjamin Neulinger
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
My experience with virtualQ – fast, efficient, goal-orientated and totally straightforward. A brilliant company.
Ralf Stoltz
Manager of Customer Development