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

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

Get a price

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.