A good impression in all channels
Elgiganten is the leading supplier of consumer electronics and home appliances in the Nordic countries with stores in Norway, Sweden, Denmark and Finland. Global annual turnover exceeds 2 billion Euro.
Voice Provider caters intelligent solutions to corporations and authorities in the Nordics and the UK for improved efficiency in business critical customer channels.
Customer satisfaction and service availability are key drivers for Elgiganten business on a competitive retail market. With more than 260 stores in the Nordic countries, person-to-person meetings are important. Still, more than 3 million customers per year call Elgiganten customer service. Elgiganten finds a great challenge in providing callers with as excellent service over the phone as in its stores, in all Nordic countries.
Elgiganten identified calls to their after-sales support department as candidates for improvement and as potentially suitable for self-service. In cooperation with Voice Provider, a number of voice-controlled services were identified, where customers could be offered quick and efficient service.
Today Voice Provider operates a number of self-services for Elgiganten in all Nordic countries. Services include the voice-controlled announcement of opening hours for each store and the identification of home appliance brand and subsequent quick routing to a suitable local supplier repair shop.
The number of calls to customer service agents classified as ”need service or support on product” was reduced by 70 % introducing the routing-by-brand service. Elgiganten customers still get high-quality support on their home appliances through personal service at the appropriate supplier.
Elgiganten and Voice Provider continually discuss additional intelligent solutions to meet customer demands for service and information in the best possible way.