ViaBill empowered  customers

How ViaBill used raffle to help their customers to self-serve on the website for simple to medium-complex questions.

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Situation.

ViaBill wanted to give their customer support team the time to respond to more complex and urgent customer queries.

Solution.

ViaBill put raffle on their website to help their customers self-serve for simple to medium-complex questions.

Impact.

49% of customers self-serve using raffle, allowing ViaBill to deliver a higher quality of service.

ViaBill

Customer love: ViaBill’s number one priority

Providing excellent customer support to both shoppers and merchants in the most efficient way possible is crucial to ViaBill’s business model and its ongoing success.

In fact, one of ViaBill's core values is "customer love." Customer commitment and loyalty are at the foundation of everything ViaBill does as a company.

To achieve this, they have organized their customer support teams into tiers, attending to cases based on their complexity and urgency.

Giving their customer support team the time to respond to the more complex and urgent customer queries was a challenge they wanted to meet, so they started looking into technological solutions to accomplish this.

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raffle to the rescue

In October 2020, ViaBill Denmark chose raffle as a Service customer care product.

Using natural language processing, raffle understands real human questions (not keyword-based queries) and instantly delivers answers from ViaBill’s knowledge bases.

Within less than a month, they were already reporting a significant improvement in their customer experience from this first-line support assistant.

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“ We saw significant improvements in the customer experience ”

“ Reduced waiting time for all the other requests ”

“Immediate answers” and seamless implementation

“Shoppers and merchants get access to dedicated knowledge that provides them with immediate answers on any device. raffle only escalates cases to agents when needed. That way, we reduce the average waiting time for taking care of these customers,”  Romina Fonseca Allegretti explains.

‍“Since launching raffle on the Danish market in late October 2020, 49% of the total questions that have come in through our website have been answered by raffle. ‍Given that our AI is constantly relearning and retraining, these numbers are mightily impressive."

Romina also reports: “We have been able to reduce the average waiting time for all the other requests that require the assistance of a specialized agent. They have more time to dedicate to these more complex cases because all the other questions are answered by raffle.”

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Data-driven support strategy

For Romina Fonseca Allegretti, time saved and customer satisfaction aren’t the only noticeable benefits of raffle. There are also the data insights they receive from the service.

“We are able to get clear and easy-to-read numbers on what people look for, how they rate the information they find, and what [information] we need to provide them with,” she notes.

The raffle analytics tool has helped them see which areas of their knowledge base are helping their customers as well as other areas where they might need to improve their customer-facing information.

“It also allows us to see what are the preferred channels for merchants and shoppers and develop a data-driven support strategy and set up our staffing around that.”

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“ Easy-to-read numbers on what people look for ”

“ A company can empower customers ”

Professional, trustworthy, and transparent

As an added bonus, Romina notes that since ViaBill switched to using raffle, their customers trust them more to provide answers to their questions over email:

“That speaks highly of the trust in the company and the sense of ‘hey, we’ve got your back!’ that the whole setup gives them.”

With a 49% self-serve rate, ViaBill is making its knowledge bases work for the customer using raffle.

Romina says using these knowledge bases in this way is key “not only to providing your customers with a successful experience but also to presenting the company in a professional and transparent manner.

“This is a space where a company can empower customers by not only allowing them to get the information they want — when they want it — but also helping them make the most out of the service.”

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