Case Study: Vattenfall boosts WhatsApp support and agent productivity with Deepdesk

Vattenfall Enabling agents with the tools for success

Vattenfall, one of Europe’s largest energy producers and retailers, faced the challenge of rising customer service costs. The company made a strategic decision to rapidly shift its primary support channel from phone calls to WhatsApp chat, aiming to reduce expenses while maintaining customer satisfaction and keeping its agents happy. To help achieve this, they turned to the vendor Deepdesk.

Using Deepdesk’s AI-powered Agent Assist and Pinned Messages features, agents received real-time answer suggestions and could quickly access common responses. This solution enabled Vattenfall to successfully shift 50% of its customer service to WhatsApp, a 500% increase in one year. The vendor's tools also helped increase the number of chats per agent per hour by 25% and achieve a Net Promoter Score of +40.

Vattenfall

Ahmed Ahmed

Digital Channel Quality Advisor