
We help customer service to reduce follow-up requests
Higher FCR through quality assurance in customer communication

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
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Language guide and communication support for agents
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Training / coaching of new people is very time-consuming (4-6 weeks)
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Manual 4-eyes quality control by team leader
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Recently high fluctuation, knowledge & experience was lost in the team
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Quality of request handling was highly dependent on employees, not the process
Transformation
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Quality measurable in written customer interaction
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Automated consistency with language guide
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4-eyes quality checks by machine
Time
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1 month
How you benefit
5-30% less follow-up requests
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Higher FCR through clear communication
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Improved customer loyalty
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More time for strategic projects
5-20% lower
average handling time
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Cost reduction
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Fewer repetitive tasks
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Smaller operational workload of managers
Higher quality in
customer service
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Measurability of quality and accountability
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Reduced error rate
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Clear, structured processes
Fewer follow-up inquiries thanks to customer-centric writing
A successfully processed inquiry and a well formulated response inspires the customer and builds customer loyalty. Communication is key.


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.

Our customers include




Offer

Base
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Customer Service Playbook
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Proven methods and case studies
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Microlearning Videos for Agents

Positioning
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Automatic quality inspection of originals
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Historical Team Analysis
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Determination of the starting position

Improvement
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Interactive use of the Playbook
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Real-time Coaching
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Performance measurement
30% less follow-up requests within 1 month
Additional documents
Click to get access
Customer Services Report 2020
Customer service, a strategically important role in change
