Carglass®

Digital voice assistant embraced by everyone

Digital voice assistant Lisa plays an important role within Carglass®'s omni-channel customer contact. Despite the great results, customers and colleagues were not fans immediately. But quickly Lisa was embraced by everyone. How did Carglass® approach this?

Challenge

For Carglass® Netherlands, the corona virus meant an increased pressure on customer service. Customers fell ill and called to cancel or reschedule their appointments. Mechanics fell ill as well, as did colleagues at the customer contact centre. It became increasingly difficult to stay easily reachable. Moreover, every year Carglass® has to deal with circumstances that cause peaks in customer contact. Think of exceptional weather, such as storms and hailstorms.

Case

For Carglass® our digital voice assistant welcomes all calling customers and asks ‘How may I help you?’. Subsequently, she verifies the customer and either solves the issue together with the customer or routes to the right employee. In case of damage, customers can schedule an appointment for repair or replacement of car windows with the assistant. During the conversation the assistant collects all required customer data and information on the type of damage and its location. She can inform the customer on existing appointments and change the date and/or time.

Benefits

• Understanding its customers | Based on the question ‘How may I help you?’ Carglass® has discovered their customers call for a much wider range of topics than the brand was aware of;

• Customer friendly automation | A quarter of the incoming call volume has been automated and more than half is partly automated. This led to a significant decrease in AHT, benefiting both customers and customer service employees; 

• Self service | Customers can report damage and schedule an appointment at any moment; 

• Customer experience | Customers are no longer faced with an extensive IVR menu and receive help much more personal and faster.

• Employee experience | Prior to handling the call, employees receive all gathered information from Lisa. Enabling them to welcome the customers personally and constructively. Because most of the repetitive and administrative tasks are handled by Lisa, the customer contact employees are freed up to handle the more challenging cases with more time.