KPN handles a huge volume of emails and telephone calls on a daily basis, in which its customers ask about the products and services it offers. And because service is paramount to KPN, it’s important that each of these clients is given a good advice.
Many of the questions, however are regarding the same topics prompting KPN to want to make efficiency gains in a way that was clear for the client. It was important that this efficiency, however, should not come at the expense of their customer’s satisfaction
OBJECTIVES
- Reduce the number of incoming calls to the Customer Care department
- Increase customer satisfaction
- Expand the online self-service tool with an online video
