Raffle has helped OiSTER:
- Provide users with answers much faster and with much higher accuracy;
- Increase customer satisfaction and improve Trustpilot reviews;
- Free up agents’ time, allowing them to focus on value creation;
- Reduce phone queues, especially during peak traffic times, e.g. billing periods;
- Gain insights into their customers’ needs, content gaps on their website, and use that information to create new products.
Introduction
OiSTER struggled with spikes in customer enquiries every month during their billing period, and they sought to ease the workload without sacrificing customer service quality and availability. Jesper Schneider, Head of Digital, had known about Raffle for some time, and decided to implement Raffle Search on OiSTER’s website to reduce (unnecessary) customer calls and increase customer service agents’ effectiveness. As a bonus, the company also gained insight into missing content and possible new products/services for OiSTER’s customers.
About OiSTER
OiSTER is a hybrid Mobile Virtual Network Operator (MVNO) in Denmark that offers low-cost mobile subscriptions, TV/streaming packages, and internet connection plans. The telecommunications service provider uses the same mobile network infrastructure as 3 Danmark, a sister company, but functions as a distinct business unit (under parent company, Hi3G Danmark ApS).
Their Pain Points
Every month, there is a peak in visitors to OiSTER’s website during a particular period when the company sends phone bills to its customers. The spike in website visitors is attributed to the customers logging in to their accounts to check billing details, searching for relevant information on the company’s website, and engaging in other activities that relate to the most recent billing. Inevitably, the ones who fail to obtain relevant search results quickly—through the website’s default search tool—will call OiSTER’s customer service agents.
Before Raffle entered their lives, these agents were the few against many; they got overwhelmed by numerous customer calls during this peak period, many of which involved common questions whose answers could be found on OiSTER’s website, if the right search tool or technology had been in implementation. Other than being burdened by unnecessary calls, the agents were also spending time and energy on low-value, repetitive customer service for every one of these inquiries. Thus, OiSTER needed a solution to improve this customer experience (CX).
“We are enhancing customer experience when customers come through our website, so they are more likely to find the answers they are looking for, but it also enables us to gain insight into what our customers are actually looking for.”
Raffle to the Rescue
Jesper first knew about Raffle, and bore witness to Raffle Search’s prowess at his previous company, where they used Raffle and were very happy about its advanced search-focused capability. Raffle was top of mind for him in relation to providing good CX, and furthermore, Raffle Search has been easy to implement and maintain as a tool. He and his team at OiSTER have not needed to spend much time optimizing Raffle Search on OiSTER’s website content; the search technology works out of the box.
It was not rocket science. They copied and pasted the Raffle script into Google Tag Manager to implement Raffle Search on OiSTER’s website, plus the implementation unfolded smoothly with attentive support from Raffle. Just a couple of meetings later, Raffle Search was up and running on their website.
Furthermore, Jesper found Raffle’s Insights dashboard to be a great utility for highlighting knowledge gaps and ideating possible new products/services for OiSTER’s customers. The dashboard offers a view of recurrent search queries, so he and his team can see if customers get relevant answers through the existing content on OiSTER’s website. And because this insight leads to knowledge about what questions OiSTER is not able to answer due to the absence of the corresponding text on the website, the company also gains knowledge about customer demand for products/services that do not yet exist — which lays the groundwork for new product development.
“If we were to rate Raffle on a satisfaction score, it would be in the absolute top … We got more than we expected, so it would be a 9 or 10 out of 10.”
Raffle at Their Service
When OiSTER’s customers do not find answers by themselves on the company’s website, they can self-serve those answers via Raffle Search, which functions as the company’s 24/7 customer service stand-in. Customers who still fail to find answers after that are then routed to OiSTER’s customer support, with Jesper noting that their customers now get answers from customer support much faster utilizing Raffle.
As mentioned, Raffle’s Insights dashboard has also helped OiSTER with noticing knowledge gaps (for content optimization purposes) and ideating for new product development. This is because the feature displays an overview of how Raffle Search performs on a source of content (typically a website), with statistics based on usage data collected from the users concerned.
As a result, customers using Raffle have higher satisfaction than those not using Raffle first before contacting customer support. Also, Raffle frees up time for OiSTER’s call center service agents who no longer have to tediously attend to repetitive enquiries that can be easily addressed through Raffle Search-enhanced, insightful self-service on the company’s website.
“The way we use Raffle on our call center is not to cut down on agents, but instead … to lower the average handling time—or wait time—on the phone, and then our agents are actually more effective because the questions they get … are more ‘value-creating’ questions for our customers.”
