OiSTER

The Challenge: Scaling Customer Support

As the customer base grew, the customer assistance team of the company started facing difficulties in dealing with the increasing number of customer queries. High call volumes and frequent identical questions started to give a lot of stress to both customers and the support representatives.

“We were in the best position in terms of managing the volume of calls we were getting. Our personnel was swamped with trivial questions, and engaging in addressing them reduced our capabilities of dealing with complex problems in a timely manner”," remarks Jasper Schneider, Head of Digital at Oister.

Implementing AI-Powered Solutions

In order to solve these challenges, Oister has teamed with Raffle AI to help with customer service. The main purpose of using Raffle AI was to cut the number of minutes a customer is put on hold, enhance service quality, and allow human agents to concentrate on the complicated needs of customers.

As Oister’s Digital Transformation Lead, Jasper Schnider shared with us, “We wanted a system that is capable of resolving a sizable number of ordinary questions without a bit of the personal touch.”.

Remarkable Results

The following remarkable results were achieved with the implementation of Raffle's AI solution:

1. Reduced Phone Wait Time: "Our average wait time has gone down, and customer satisfaction has increased significantly," says Jasper Schnider, Head of Digital Transformation at Oister.

2. Improvement in First Contact Resolution: The AI system solves the queries of customers without human intervention and speeds up the resolution time.

3. Enhanced Agent Productivity: "Our support team can now focus on complex issues, leading to an increase in productivity." Jasper Schnider, Head of Digital Transformation at Oister

4. 24/7 Availability: Customers can now get instant responses to their queries at any time, improving overall service accessibility.

Personalised and Efficient Service

It is not just about handling routine queries, but Raffle's AI-powered system has been designed for personalised assistance.

"The AI can see customer accounts and provide personalised solutions and recommendations, just like our human agents would." According to Jasper Schnider, Head of Digital Transformation at Oister,

Measuring Success

To ensure the AI solution met the high standard set by Oister, the company has been closely monitoring several key performance indicators:

"Since we started implementing Raffle's AI solution, we have witnessed a significant shift upwards across all our KPIs; our customers are happier, and our team is more engaged and efficient," says Jasper Schnider, Head of Digital Transformation at Oister. 

Looking to the Future

The success of Raffle AI-powered customer service solutions has made Oister look to expand the use of this technology.

"We might extend the capabilities of this AI further to include proactive customer," says Jasper Schnider, Head of Digital Transformation at Oister.

According to Jasper Schnider, Head of Digital Transformation at Oister: "Partnering with Raffle has transformed our customer service operations. Today, we can offer more speed, efficiency, and personalisation across customer support. The technology isn't only bringing us closer to our service level agreement but also helping build strong, long-term relationships with customers."