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VATTENFALL: ENABLING AGENTS WITH THE TOOLS FOR SUCCESS

From voice to chat: using Deepdesk, Vattenfall made the digital channel shift an
unexpected success.





THE CHALLENGE

Vattenfall, one of Europe’s largest energy producers and retailers, saw their
already high costs for customer service continuing to rise. Within their
Netherlands operations, they made a bold strategic decision to rapidly shift
their main customer service channel from voice to chat via WhatsApp. 

In deciding to make a rapid shift in customer support channels from voice to
chat, Vattenfall faced a few key challenges:

• Reducing costs while making the shift from voice to chat
• Maintaining customer satisfaction levels
• Keeping agents happy





THE SOLUTION

Using Deepdesk’s AI-powered Agent Assist, Vattenfall was able to provide their
agents with real-time, personalized suggestions to answer customer questions,
reducing the amount of time it took for agents to provide answers to customers,
increasing the quality and consistency of answers, and being able to handle
more conversations concurrently.

Additionally, using Deepdesk’s Pinned Messages feature,
agents were able to quickly access temporary
messages or commonly used messages to answer customer questions during
particularly busy times. This included things like service outages or rate
changes, when many customers were asking the same question. 



THE RESULT

Vattenfall exceeded all its expectations, rapidly shifting from voice to text
while boosting concurrency, and improving customer and employee satisfaction.

Specifically, they managed to increase the share of customer service via
WhatsApp from 10% to 50% in just one year; a 500% increase in a relatively short
period.

Additionally, with the Agent Assist keeping track of the different
conversations and suggesting answers, the agents could have more conversations
simultaneously. As a result, Vattenfall increased the average chat per hour by
two, from eight to ten per hour.

Finally, using Deepdesk, Vattenfall delivered on its ‘always well-helped’
warranty and managed to increase their Net Promoter Score, scoring a +40 in
2021.







VATTENFALL'S RESULTS


+40

Net Promoter Score in 2021


25%

Increase in average chats per agent per hour


500%

increase of inquires via WhatsApp






WHAT VATTENFALL SAYS ABOUT DEEPDESK

> "Part of our agent population would be extremely unhappy if Deepdesk was no
> longer available to them. Without Deepdesk, many agents would not be able to
> successfully handle the same number of chats that they do today."

Ahmed Ahmed

Digital Channel Quality Advisor, Vattenfall




WANT TO LEARN MORE?

Send us a message and we'll be happy to share more information about how
Vattenfall used Deepdesk to increase agent happiness and delight customers. 




HAPPY AGENTS, BETTER CONVERSATIONS

Increase NPS, without the cost: Deepdesk's AI technology helps customer support
agents to have more fulfilling customer conversations.




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