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Learn how KPN uses our interactive video studio to improve customer happiness, reduce inbound calling costs, and upgrade their overall quality of service.
Dating back to 1752, KPN began as a Dutch postal, telegraph, and telephone service and has grown into the market leader in telecom and internet services in the Netherlands.
This video is in Dutch.
With more than three million customers, KPN’s help center handles massive volumes of emails and phone calls every day. Since many of their customers had similar questions, and the support center wasn’t open 24/7, KPN was on the hunt for an online solution that could boost the efficiency of their support offering by enabling their clients to help themselves.
We worked together with KPN to analyze their support tickets and identify the top 5 most frequently asked questions. Videos were created to help customers answer those questions, allowing them to go through the video step-by-step, at their own pace.
KPIs were set for each video and linked with our analytics dashboard. At the end of each video, viewers were asked if their problem had been solved.
At least 70% of customers indicated that their questions had been answered after watching the video. This led to a significant decrease in incoming phone traffic, which ultimately reduced their monthly service costs. Happier clients and a more cost effective process–It’s a win-win.
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Fill out the form and one of our video experts will happily show you around our platform and answer any questions you might have.