Case Studies > Helping Tele2 to Understand Its Web Visitors

Helping Tele2 to Understand Its Web Visitors

Company Size

1,000+

Region

Europe

Country

Netherlands
Sweden

Product

Now Interact

Tech Stack

Machine Learning
Artificial Intelligence

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements
Revenue Growth

Technology Category

Analytics & Modeling - Machine Learning
Analytics & Modeling - Predictive Analytics

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services
System Integration

About The Customer

Tele2 is a telecommunications company that strives to provide the best possible service for its customers across all its divisions and brands. The company focuses on developing products, technology, and experiences that instill loyalty in its customers. Tele2 operates in Sweden and the Netherlands, with over five million customers in these regions. The company also has a price-sensitive sub-brand, Comviq, which predominantly operates online. Tele2 is known for its rapid, connected networks and stocking the best products on the market. The company is committed to embracing innovation to improve customer experience and satisfaction.

The Challenge

Tele2 faced the challenge of improving its customer experience by personalizing contact channel display for its web visitors. With over five million customers in Sweden and the Netherlands, and many more browsing their sites, Tele2 needed to understand the behavior of each visitor to develop relevant browsing experiences. The company sought a solution that could interpret, understand, and react to the mass input of behavioral data in real-time. Tele2 wanted to ensure that the contact channel offered was as relevant to the visitor's needs as possible, bridging the online/offline gap to make full use of its extensive call center operations.

The Solution

Tele2 implemented Now Interact's Artificial Intelligence solution to interpret, understand, and react to the mass input of behavioral data. The technology uses machine-learning algorithms to understand the unique state-of-mind of each web visitor, measuring static inbound calls, chats, and clicks on social media/email links. This helps determine which pages and online behaviors drive consumers towards choosing each contact option. The AI solution identifies the purpose of each web visit, whether a visitor is online with a service issue or looking to buy, and acts to ensure the right visitors see the right channels at the right time. For Tele2 SE, Tele2 NL, and Comviq, the call center is a valuable channel, and the AI solution channels visitors towards intelligent call-back dialogues or dynamic inbound phone numbers. For Comviq, the solution also offers chat options. The AI ensures that only relevant visitors are sent to the call center, and behavioral data is fed back to advisors in an easily digestible format, allowing them to provide a personalized experience.

Operational Impact

Tele2's online visitors are now better able to reach a resolution, building on its already excellent CSAT scores. Now Interact's technology feeds into Comviq's telesales team, which has the highest CSAT scores of all departments.
The efficiency of Tele2's call center operations has improved, with Comviq transferring calls 50% less than they would have to do ordinarily due to the reduction in non-relevant contacts.
There is zero cannibalization of online sales, as visitors that should stay online do so, and those that would benefit from making contact with the call center are put in touch with a dedicated advisor.
Tele2's conversion rates are significantly higher than the standard, with the right visitors being shown the right contact channels at the right time, regardless of the device used to make contact.
The volume of leads generated through Now Interact's dynamic phone numbers and intelligent callback has seen impressive uplifts, with more visitors finding the help they need to buy.

Quantitative Benefit

Over a 17-week period in early 2017, the volume of leads generated through Now Interact's dynamic phone numbers increased by 71%.
The number of leads generated through intelligent callback saw a similarly impressive uplift of 74%.
Comviq has to transfer calls that reach them 50% less with Now Interact than they would have to do ordinarily.