A patient solution
Com Hem is one of Sweden’s leading suppliers of digital television, broadband and landline telephones. There are currently 1,9 million households connected to their network and they are constantly working to extend their list of services and to make their customers the focal point of everything they offer.
Improved customer service at a reduced cost
As a part of reaching their goals, Com Hem decided to invest in voice-controlled self-service solutions from Voice Provider, and to integrate them with their voice-controlled customer channel. For example, one of our solutions gave Com Hem’s customers speedy and efficient technical support, when needing help with their TV receiver, broadband or landline telephones. Another solution has automatized the process of ordering broadcasts of sport events.
At the customer’s pace
The voice controlled solution for technical support was a solution with a great deal of patience. For example, if a customer wanted to troubleshoot their TV receiver but needed to get something for the installation, the service waited until the customer was ready to start. The solution then went through each step, calmly and methodically, to avoid any confusion.
We also connected an automated Pay-Per-View service to Com Hem’s customer channel. If a customer wants to order a broadcast of a sport event, he or she can call the voice-controlled service and simply say which teams that are playing. Earlier the customers both had to find and type in different codes. Now, finding and watching tonight’s hockey game, for example, is much easier.
What was the result?
The amount of resolved errands has risen after the voice-controlled service for technical support was implemented. And Voice Provider’s voice-controlled service for Pay-Per-View has reduced the amount of manually ordered shows and broadcasts.
We handle millions of calls for Com Hem every year with the help of voice-controlled self-service solutions and channels. Due to that, the company has been able to reduce their customer service costs significantly. They accomplished a return on their investment in just a few months.