Knowledge base makes a hit with the Swiss

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Swiss-based ISP Bluewin has chosen Servicesoft for the optimization of services for online customers and call center agents.

Servicesoft was chosen over eGain and the self-service module by Vantive because of the strength of its capability to integrate existing systems, plus its future-proof character with the focus on a safe return on investment.

Following the optimization of the knowledge base in Bluewin’s call center, the Servicesoft solution will replace the FAQs system on the company website. On top of the NT-based web server solution, about 80 call center agents will use the e-service solution via clients.

Philippe Oesch, responsible for knowledge management at Bluewin, says: “Our homepage had featured good FAQs, in combination with a search engine. Yet the Servicesoft knowledge base has allowed us, even during the first week, to achieve a marked increase of hits in self-service and obtain very positive feedback from our customers.”

By building up a knowledge base, Bluewin will reduce calls and costs in its call center. The database will also support call center agents with solutions for specific problems as well as general inquiries.

With 500,000 registered customers and 60 million page views per month, Bluewin has emerged as the leading Swiss internet provider. In 1999, customers spent 30.3 million hours online.

Servicesoft

bluewin

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