Hearing expressions such as these has become an all too familiar and often agitating daily scenario on customer service hotlines. Who pays the price? Naturally your callers and the employees who frequently end up bearing the brunt of their frustrations.

With virtualQ, ranked by Gründerszene as the fastest growing tech startup of 2018, you can put an end to being put on hold. True to the company’s vision of a world without waiting, the market leader for intelligent wait and callback management has wholeheartedly dedicated itself to optimizing the customer service hotline experience. With a product portfolio based on intelligent hold management (wait and callback management as well as appointment allocation) and voice intelligence (AI), virtualQ is creating a customer-focused, digital service world and proving to be a pioneer in the use of artificial intelligence, machine learning and data science in the service sector. We show you what the software solutions involve and take a look at companies that have already enhanced their service with virtualQ, highlighting specific modifications they have been able to make by using the technology.

If your service center is experiencing long waiting times, the patented wait and callback service will offer to wait on your caller’s behalf. If your customer opts for this virtual form of waiting, they can then calmly end the call. A virtual assistant will hold their position and notify them when it is their turn. For a particularly customer-friendly service offering, the intelligent virtualQ callback service is available as a multichannel solution for telephony (IVR), web and as an app. This grants your customers an integrated and, above all, seamless service experience.

Especially in the times of a switching economy, when a change of provider is only ever a click away, with virtualQ you can offer a service designed to impress and retain customers. What’s more, you can automatically improve key performance indicators such as service level, abandonment rate and number of channel hoppers. Your employees will also benefit from the reduction in stress and increased time for friendly customer dialog.

Voice intelligence (AI) from virtualQ harnesses the possibilities of voice automation and meaningfully complements virtualQ’s intelligent hold management. Upstream of the customer conversation, learning voice bots automatically answer common and recurring questions directly on the line – without any delay. The system constantly evolves with every conversation. By prequalifying your callers, you relieve pressure on your customer service agents and free up time for more complex customer inquiries. You also receive valuable insights into the needs of your users, enabling you to create unique service offerings capable of turning customers into fans. The modular structure allows you to combine components that are relevant to your problem at will and therefore assemble an individual voice solution that perfectly matches your service goals.

With virtualQ Appointment, the intelligent appointment scheduler, your customers can book personal consultations with your customer service agents.