English Version
How did Vattenfall optimise its resolution
at first contact?
Vattenfall has experienced a surge in customer numbers, resulting in a higher volume of customer requests. To improve their customer service and provide a seamless experience across all channels, the company has initiated a customer relations transformation project. The project aims to address customer issues promptly and efficiently while also promoting the use of digital and self-care solutions
Live at the Stratégie Clients 2023 exhibition
In just three minutes., you will find out about their strategy for building relationships with customers, including how they contact them, and the benefits this brings. Additionally, you’ll learn about the challenges they faced when testing different incoming contacts approaches (guided versus conversational)
of NPS
Versus 5 in 2021
OF SATISFIED CUSTOMERS
versus 70% in 2021
COST TO SERVE
Vattenfall has deployed the omnichannel orchestration platform to:
Thus, via a single platform centralising intentions and solutions, Vattenfall can manage all contact paths in order to promote First Contact Resolution.
IVR
Customer Area
FAQ
Form
