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We help customer service to reduce follow-up requests

Higher FCR through quality assurance in customer communication

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The solution presented by advaisor [...] went much further than we expected. I am convinced that the tool will support us in [...] everyday life in the best possible way and will relieve us of a lot of work in the context of quality management.


Head Customer Satisfaction, Baloise

Case Study: Baloise Insurance

Quality in managing customer inquiries

Initial situation

  • Language guide and communication support for agents

  • Training / coaching of new people is very time-consuming (4-6 weeks)

  • Manual 4-eyes quality control by team leader

  • Recently high fluctuation, knowledge & experience was lost in the team

  • Quality of request handling was highly dependent on employees, not the process

Transformation

  • Quality measurable in written customer interaction

  • Automated consistency with language guide

  • 4-eyes quality checks by machine

Time

  • 1 month

How you benefit

5-30% less follow-up requests

  • Higher FCR through clear communication

  • Improved customer loyalty

  • More time for strategic projects

5-20% lower

average handling time

  • Cost reduction

  • Fewer repetitive tasks

  • Smaller operational workload of managers

Higher quality in

customer service

  • Measurability of quality and accountability

  • Reduced error rate

  • Clear, structured processes

Fewer follow-up inquiries thanks to customer-centric communication

A successfully processed inquiry inspires the customer and builds customer loyalty. Communication is key.

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Lower average handling time through real-time coaching, instead of feedback from colleagues

Counter-reading takes the time of several agents and impairs their productivity. Real-time AI Coach saves valuable time.

Higher quality in templates and measurable improvements

Frequently used templates must be of the highest quality, cleverly and uniformly formulated.

advaisor checks all templates in seconds and gives feasible advice for improvements. This saves time and ensures a pleasant customer experience and higher NPS/CSAT.

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Our customers include

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Offer

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Base

  • Customer Service Playbook

  • Proven methods and case studies

  • Microlearning Videos for Agents

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Positioning

  • Automatic quality inspection of originals

  • Historical Team Analysis

  • Determination of the starting position

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Improvement

  • Interactive use of the Playbook

  • Real-time Coaching

  • Performance measurement

30% less follow-up requests within 1 month

Additional documents

Click to get access

Beschwerdemanagement - Quality Prozess.p

Core task customer loyalty

Download quality assurance plans as main pillars

Customer Services and Complaints Report

Customer Services Report 2020
 

Customer service, a strategically important role in change

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We are

advaisor AG

advaisor AG is a spin-off of the ETH Zurich and Microsoft Gold Partner

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