As the largest accounting service provider in the Nordics, Visma e-conomic has more than 140,000 customers to provide detailed support to. Primarily serving small- and medium-sized businesses, they have an extensive internal knowledge database to help them to do so.
Jesper Mieritz, Knowledge Manager at Visma e-conomic tells us:
“We have quite a complex product and therefore a lot of different questions from our customers which lead to different solutions."
At the start of 2019, customer service employees had to manually search for answers every time they had an incoming question from a client. Just like most companies, they had no automated processes set up on their system. This meant time wasted — both for the customer service agents and the customers themselves.
“We were losing a lot of time sharing knowledge between our employees, in training and on a daily operational basis,” explains Jesper Mieritz, “this led to an increased waiting time for our customers.“
So Visma e-conomic looked into solutions to help them speed up the knowledge sharing process. As Jesper notes, “Good customer care is more than a quick answer, but it’s a big part of it.”
In the spring of 2019, they selected raffle CoPilot and quickly adopted it within their customer service processes: “Implementing CoPilot was seamless because raffle took care of almost everything. We could leave all the AI work to the experts and use our resources on our customers,” Jesper says.
CoPilot works alongside Visma e-conomic’s customer service employees, suggesting answers to questions as they come into the ticketing system.
The results were impressive. After starting to use CoPilot, Visma e-conomic experienced a 56% time reduction per question answered.
But it’s not just time that counts. One of the challenges when you automate elements of the customer experience is keeping the human touch in all of your interactions with the customer, while delivering solutions speedily.
A 2019 report found that, while customers rank speed (85%) and seamlessness (84%) as the most important qualities for delivering a high-quality customer experience, personalization (80%) is also extremely important.
CoPilot allows companies to fulfill all of these categories, because it uses intelligent AI to instantly suggest responses to a human agent, allowing them to adapt their tone and response while delivering the right answer, in a seamless and personalized way.“
The good thing about using raffle is that we still have control of the answers and maintain human relations, which we value a lot. We want to deliver our customers a quick and personal experience and we believe we have found a good way of doing that with raffle.ai."
Meanwhile, they were also benefiting from CoPilot in another way: staff training. Customer service agents can start working immediately and learn on the go, as the tool suggests immediate, suitable answers in real time.
It’s not just the customer agents who are learning, however. Unlike products that claim to be AI but are actually just automated, raffle’s AI engine is also constantly working to gather knowledge and improve its performance:
“With raffle CoPilot we have an AI engine that continuously learns from chats and from what our employees are doing, so we can use the existing knowledge in a more scalable way,” notes Mieritzen.
With a rapidly improving knowledge base and a faster yet personalized customer service experience, Visma e-conomic have found a solution to keeping their customers happy. Jesper sums up:
“We spend a lot of time to ensure that our employees have the right skills and part of this is to make sure they have easy and efficient access to knowledge. With raffle, we now have a tool that presents knowledge to our employees in a smart, efficient way and in the right context.”