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When Aurinkomatkat saw a significant increase in live chats, they implemented a virtual agent to efficiently resolve customer inquiries and empower their agents to take on more challenging cases.
Aurinkomatkat, a part of Finnair Group, is one of Finland’s biggest and most trusted travel brands. For over 50 years, Aurinkomatkat has been sending Finnish travelers on vacations that range from traditional packaged tours to customized theme trips. After successfully pivoting from mostly brick and mortar stores to almost entirely doing business online, live chat conversations now make up the majority of their inquiries.
When the Covid-19 pandemic hit, Aurinkomatkat was forced to downsize their support team. When travel started ramping up again, they were facing a high volume of support inquiries and their team was feeling overwhelmed. Aurinkomatkat found it was a very slow process to get human agents fully trained. And with more and more customers turning to live chat, a virtual agent seemed like the perfect solution.
As longtime Salesforce users, Aurinkomatkat’s team loved that the Ultimate virtual agent platform integrated quickly and easily into their CRM.
Since launch, Aurinkomatkat was able to reduce their backlog significantly and reduce their average handling time. The team now has more time to work on more challenging cases, and find the virtual agent easy to maintain and improve.
In less than 4 weeks, the virtual agent was ready to go live. The virtual agent now handles around 40% of all inquiries, allowing the team to easily handle the increased volume of chats.
The final proof of a successful go-live and training? Service Manager Olli Vikman remarking that, “We could not handle the amount of chats we have now without the virtual agent.”
And the next step in automation for Aurinkomatkat? Implementing 24/7 support so their customers can reach their virtual agent at all hours of the day.
Find out how Ultimate can automate your customer support.