Case Study: Bergfreunde boosts reachability and cuts average handle time with babelforce

Bergfreunde's CX Evolution with babelforce

Bergfreunde, a major European online retailer for mountain sports equipment, faced significant challenges with an outdated telephony system that lacked flexibility. Their previous provider made it difficult to manage call flows and handle high volumes, which threatened their reputation for reliable customer service. To address this, they turned to the vendor babelforce for its CCaaS platform with Zendesk integration.

By implementing babelforce, Bergfreunde gained control over their call routing and integrated their phone system with Zendesk CRM. The solution provided dynamic call routing, automated customer identification, and pre-call data collection. This resulted in a 15% boost in call reachability to 85%, a 30-second reduction in average handle time, and improved cost efficiency, allowing the company to handle annual growth without proportionally increasing staff.

Bergfreunde

Carlo Hefner

CS Application Manager