Coolblue

“Anything for a smile”

Sounds familiar? That wouldn’t be surprising. It’s Coolblue’s famous motto, which has undoubtedly led to becoming the leading customer-focused company in the Netherlands, Belgium and Germany. Customers just love the online retailer and Coolblue loves them back, for example by being easy and fun to interact with, through any channel its customers prefer. 

Challenge 

Coolblue receives a lot of phone calls per day, half of which concern product advice. To ensure the optimal customer experience on this channel for these types of questions, it is key that customers are routed, first time right, to the customer service specialist with the required and specific area of expertise.

AssistYou’s Solution

“Hi, welcome to Coolblue! In order to speak to the person best suited to assist you, you just need to tell us your reason for calling. Please describe in one or two phrases, how we may be of help.”

Coolblue’s IVR menu is now a thing of the past and has been replaced by an advanced Voice Technology and AI solution: AssistYou’s digital voice assistant. As Coolblue’s digital host, AssistYou’s voice assistant is able to understand accurately who is calling about what. Based on this information, the assistant decides to which group of specialists the customer is to be routed. This results in customers speaking to the right product specialist in one go, meaning less incorrect routings and happier customers. Due to the voice assistant, Coolblue can go the extra smile to deliver an even better experience to all calling customers.

Impact

• Customer happiness. Replacing the IVR menu with AssistYou’s digital host enabled Coolblue to create more specialism within the customer service, making sure each customer talks to the exact right specialist.

• AHT reduction. The stage of identifying and verifying who is calling and why is important and takes up quite some time per phone call. Implementing the digital host thus results in an immediate AHT reduction. 

• Employee happiness. Implementing the digital voice assistant greatly impacts the work of the specialists. Besides gaining more time to help customers, customer service specialists are informed about which customer is calling, possible recent orders and intent prior to handling the call. They are optimally supported to deliver an even more personalized and efficient experience. Their daily work becomes significantly more substantive and independent, considering they can grow into even better product specialists.

• Insights. Understanding your customer is the number one prerequisite for successful entrepreneurship. Detailed intent classification by AssistYou’s digital voice assistant enables Coolblue to know in real time and on a granular level why customers reach out. These insights are of both practical and strategic value to the company.

Roadmap

AssistYou’s dedicated team of engineers and the Coolblue team work together closely to keep enhancing the flows, paving the way for many more exciting tasks for the digital voice assistant to pick up:

• Automating repetitive (status) questions;

• Expanding the language scope;

• Constant improvement of the flow, making sure we retrieve as much relevant information for the customer service employees as possible for him or her to deliver a top notch customer experience;

• Responding to incidents, such as issues with logistic partners or questions current promotions; 

• Real time support for customer service specialists.