OiSTER
OiSTER Reduces Phone Wait Time and Boosts Service Standards with Raffle
The Challenge: Scaling Customer Support
As the customer base grew, the company's customer assistance team started facing difficulties in dealing with the increasing number of customer queries. High call volumes and frequent identical questions began to cause significant stress for both customers and support representatives.
We were in the best position in terms of managing the volume of calls we were getting. Our personnel was swamped with trivial questions, and engaging in addressing them reduced our capabilities of dealing with complex problems in a timely manner. Jasper Schneider, Head of Digital at Oister
Implementing Raffle AI-Powered Solutions
To solve these challenges, Oister has teamed with Raffle AI to help with customer service. The primary purpose of using Raffle AI was to reduce the time customers spend on hold, enhance service quality, and allow human agents to focus on the complex needs of customers.
As Oister’s Digital Transformation Lead, Jasper Schnider shared with us,
We wanted a system that is capable of resolving a sizable number of ordinary questions without a bit of personal touch.
Remarkable Results
The following remarkable results were achieved with the implementation of Raffle's AI solution:
Reduced Phone Wait Time
Our average wait time has gone down, and customer satisfaction has increased significantly. Jasper Schnider, Head of Digital at Oister
Improvement in First Contact Resolution: The AI system solves the queries of customers without human intervention and speeds up the resolution time.
Enhanced Agent Productivity:
Our support team can now focus on complex issues, leading to an increase in productivity. Jasper Schnider, Head of Digital at Oister
24/7 Availability: Customers can now get instant responses to their queries at any time, improving overall service accessibility.
Personalised and Efficient Service
It is not just about handling routine queries, but Raffle's AI-powered system has been designed for personalised assistance.
The AI can see customer accounts and provide personalised solutions and recommendations, just like our human agents would.
Measuring Success
To ensure the AI solution met the high standard set by Oister, the company has been closely monitoring several key performance indicators:
Since we started implementing Raffle's AI solution, we have witnessed a significant shift upwards across all our KPIs; our customers are happier, and our team is more engaged and efficient.
Looking to the Future
The success of Raffle AI-powered customer service solutions has made Oister look to expand the use of this technology.
We might extend the capabilities of this AI further to include proactive customer.
More according to Jasper Schnider, Head of Digital Transformation at Oister:
Partnering with Raffle has transformed our customer service operations. Today, we can offer more speed, efficiency, and personalisation across customer support. The technology isn't only bringing us closer to our service level agreement but also helping build strong, long-term relationships with customers.
