Powering customer service with Vergic Engage
Öresundskraft provides it’s over 260.000 customers with electricity, district heating, district cooling and city networks. With the use of Vergic Engage they increase first time resolution rate and customer satisfaction.
Interview with Adnan Krso (Online manager, Öresundskraft)
What was your challenge?
We handle over 150,000 customer inquiries annually, and one challenge was to involve our web visitors and show that we are present and responsive in a simple and interactive way. We wanted to reach a wide target group and also have the ability to interact with our visitors in our entire digital customer interface.
Our customers use the Vergic chat solution extensively with close to 1,000 contacts per month. We also use Phone2Cobrowsing features, which have helped a lot when guiding customers on the website without being intrusive. Vergic has not only allowed us to create a new and highly appreciated communication channel – it has also modernised our customer presence.
The result is a greater transfer of simple issues directly in the chat instead of via telephone or e-email.
- 10% of all customer contact handled trough chat
- Reduced telephone load
- More efficient – handle more than one issues simultaneously
- Highly appreciated by customers
We currently handle 10% of all customer contact via the chat, which has reduced the telephone load and made the handling process more efficient, as we are able to handle more than one issues simultaneously. The ability to standardise answers, share documents and files, as well as guide our customers on the website is highly appreciated by our customers.