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Case study

Now we have an intelligent self-service solution that fully covers first-level support.

Involvement of vertbaudet “moms and dads” in support for authentic and personal live chat advice, availability beyond service hours and a high level of deflection in first-level support result in a drastic reduction in contacts via e-mail and telephony.

                  Guuru
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  • Increase of customer retention and a NPS of 51
  • Increase in sales conversions by 14.7% after chat exchange
  • 84% deflection with Smartform
  • 29 seconds response time in peer-to-peer live chat
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Kim Weintz

Head of Customer Process & Services, vertbaudet Germany

Our most important goal was to achieve a high level of customer satisfaction and, therefore, to bind our customers to our brand.

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