Learn how Raffle helped Telmore in reducing incoming traffic

Company Overview

Telmore is a Danish telecommunications company founded in 2000, offering a range of services, including mobile, internet, and TV packages. As part of the TDC Group, Telmore is committed to providing reliable and accessible services to its customers. With a strong emphasis on digital interactions, their website plays a crucial role in ensuring customers can find the information they need quickly and efficiently.

The Challenge

As Telmore’s customer base grew, they faced increasing challenges in handling the volume of customer enquiries:

• Information Accessibility Issues: Despite having answers readily available on their website, many customers struggled to locate the right information. This led to frustration and forced them to contact customer support for basic queries.
• Overloaded Customer Support: The high volume of repetitive questions overwhelmed Telmore’s support team, leaving less time for handling complex customer issues.
• Time-Consuming Processes: The inefficiency in addressing simple questions strained internal resources and led to delays for customers who genuinely needed assistance.

Telmore needed a solution to empower its customers to help themselves while reducing the workload of its support teams.

Why They Chose Raffle AI

In March 2021, Telmore turned to Raffle AI, an advanced AI-powered search engine, to address these challenges. They chose Raffle for several reasons:

• Customer-Focused Search Tool: Raffle AI offers a smart, intuitive search function that allows customers to ask questions in natural language and instantly find accurate answers.
• Seamless Integration: The solution was easy to implement on Telmore’s existing website without requiring significant development or IT resources.
• Scalable and Self-Learning: Raffle AI continually improves as it learns from user interactions, ensuring that search results become more accurate.

The Solution

Raffle AI was integrated into Telmore’s website to create a more user-friendly and efficient self-service experience.

Key Features of the Solution:

• AI-Powered Instant Results: Customers can quickly find answers to their queries without navigating through multiple pages or waiting for support.
• Natural Language Processing: Raffle AI enables customers to phrase questions naturally, improving the accessibility of information.
• Analytics for OptimisationOptimization: The tool provides insights into customer search behaviour, helping Telmore refine its content to meet evolving customer needs.

Results and Impact

The implementation of Raffle AI has delivered significant improvements for both Telmore and their customers:

• Empowered Self-Service: Thousands of customers now use the AI-powered search tool each week, with an impressive 75% success rate in finding the answers they need. This has greatly reduced the need for direct support interactions.
• Time Savings: Telmore saves over 600 hours monthly by eliminating repetitive customer inquiries. This saved time, allowing the support team to focus on more complex and value-driven interactions.
• Reduced Support Load: The volume of incoming support tickets has significantly decreased, alleviating pressure on Telmore’s customer service team.
• Improved Customer Satisfaction: With faster access to information and reduced waiting times, customer satisfaction has increased, strengthening Telmore’s reputation for reliable service

Conclusion

By integrating Raffle AI, Telmore has created a streamlined, customer-centric website that empowers users while optimising internal resources. This solution saves time and ensures a better overall customer experience, positioning Telmore as a leader in using AI to enhance digital interactions.

Whether in telecommunications or another customer-focused industry, Raffle AI offers a proven way to reduce the support load, improve customer satisfaction, increase user experience, and make your business more efficient.