Services
Service provider
A service provider was stuck with repetitive questions in the inbox. Chathands handled the first line from a shared knowledge base and escalated only complex cases.
- Sector
- Services
- Channels
- Email · Social
- Result
- The internal team could focus on their core tasks again.
Summary
A service provider was stuck with repetitive questions in the inbox. Chathands handled the first line from a shared knowledge base and escalated only complex cases.
The challenge
The inbox kept filling up with recurring questions. The internal team couldn't get to their own work and turnaround time increased.
Our approach
01
Conversation analysis
We mapped the recurring questions: The inbox kept filling up with recurring questions. The internal team couldn't get to their own work and turnaround time increased.
02
Team and knowledge base
We trained a dedicated team on tone of voice, products and processes, and captured everything in a shared knowledge base.
03
Live on the channels
Chathands handled the first line based on a shared knowledge base and only escalated complex questions to the internal team.
04
Steering on data
Weekly reporting on volume, response time and topics. The effect: The internal team could focus on their core tasks again.
Results
- Turnaround time
- -60%
- Handled conversations
- +850 / month
- Escalations
- < 8%
- Customer satisfaction
- 4.7 / 5
Frequently asked questions
How fast was this team live?
A team like this is usually live within two weeks: onboarding, training on your tone of voice and the first conversations on Email · Social.
Does the brand experience stay intact?
Yes. Our specialists work entirely under the name of Service provider and follow the agreed tone of voice and escalation rules.
Why is this case anonymous?
We keep our clients anonymous because of privacy and the reputation of the organisations we serve. During a demo we show live examples of specific situations.
What does a setup like this cost?
Monthly plans start at 149 euro per month plus 2.75 euro per handled conversation, including our own customer communication software. Flex works without a monthly fee.
Your customers are already talking. Let Chathands answer.
Real people. Real conversations.