Case Study: Tele2 achieves scalable, proactive customer service and increased conversations with LiveChat

Tele2 easily runs a large customer service department using LiveChat

Tele2, a major Swedish telecom provider serving both business and consumer customers across 2G/3G/4G networks, needed to make customer service more proactive across a large operation of about 100 chat agents supporting two websites. The challenge was to deploy a simple, scalable chat solution that agents could adopt quickly and that would let Tele2 reach customers wherever they are online.

Tele2 implemented LiveChat with automated routing rules (so chats are answered automatically after set delays), easy-to-deploy apps that cut training time, team-based staffing, end-of-chat surveys and API-driven reporting for KPIs like First Contact Resolution and Average Handle Time. The result: more conversations, faster answers, high customer adoption and satisfaction, and better visibility into agent performance.

Tele2

Josefine Forssell

Customer Operations Manager