Vattenfall optimizes its customer service with the visual IVR
Reduce customer service operating costs
With the opening of its market to individual customers in 2018, Vattenfall quickly faced a significant increase in the number of clients and interactions. To address this challenge, the company launched an ambitious transformation of its customer relationship strategy in 2021, aiming to reduce the cost-to-serve while improving service quality.
Implementing an omnichannel orchestrator, integrated with the Visual IVR, proved to be a strategic solution for optimizing customer contact journeys based on their specific context.
Objectives:
- Reduction of the cost-to-serve
- Improvement of service quality
- Digitalization of calls not requiring advisor intervention
- Optimization of the First Contact Resolution rate
Project: from the point of contact to intent qualification
Vattenfall implemented an omnichannel orchestration platform to optimize customer interactions at every step:
- Directing customers and prospects accessing the website to the most suitable resolution path for their needs.
- Offering customers who call the service a redirection to digital solutions (self-care or alternatives to phone support) tailored to their requests.
- Providing email users with a digital self-care alternative, simplifying their overall experience.
This centralized platform, which consolidates customer intentions and available solutions, enables Vattenfall to efficiently manage all contact journeys, promoting First Contact Resolution and enhancing the overall efficiency of its customer service.
In a second phase, in 2022, Vattenfall partnered with DialOnce to enhance the customer experience by integrating a natural language qualification journey into the existing Visual IVR. This innovative approach allows customers to interact naturally on the digital interface while being guided toward solutions tailored to their needs.
This strategy aligns with the growing trend of AI transforming customer relationships by delivering more personalized and intuitive interactions. It also improves the management of peak activity periods.
The initial results are highly encouraging: customers value the warmer, more human dimension of the interaction, and the collection of verbatim feedback helps continuously refine and enhance contact journeys.
To discover how omnichannel orchestration can transform your customer service, read our white paper Customer Excellence & Omnichannel Orchestration.
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One of our priorities is to enable our customers to find answers to their questions completely independently and at any time. In partnership with Dialonce, we've been able to build adapted paths and thus offer our customers an innovative digital experience.
Interview with Arnaud Bailly, Deputy CEO of Vattenfall France
Listen to the testimony
In just 3 minutes, discover Vattenfall's client-centric strategy, with insights into the implementation of contact journeys and the benefits achieved.
Dive into the challenges of the A/B testing campaign, comparing guided customer journeys with natural language free journeys, for an ever-optimized experience!
