Case study
Now we have an intelligent self-service solution that fully covers first-level support.
Involvement of vertbaudet “moms and dads” in support for authentic and personal live chat advice, availability beyond service hours and a high level of deflection in first-level support result in a drastic reduction in contacts via e-mail and telephony.
- Increase of customer retention and a NPS of 71
- Increase in sales conversions by 14.7% after chat exchange
- 84% deflection with Smartform
- 29 seconds response time in peer-to-peer live chat
Our most important goal was to achieve a high level of customer satisfaction and, therefore, to bind our customers to our brand.