Case Study: CSS achieves faster, more efficient customer service with Spitch’s Virtual Assistant

CSS Customer Service Excellence with Spitch Virtual Assistant and Return-Call Option

The CSS Group, a leading Swiss health and property insurer, faced the challenge of handling over 1.7 million annual customer calls while maintaining short waiting times and high service quality. To address this, they partnered with Spitch to implement an intelligent customer dialog automation solution and a call-back option.

Spitch’s Virtual Assistant automatically writes customer requests to the CRM and enables a call-back system to reduce peak-time traffic. This solution increased efficiency, shortened waiting times, and improved service quality by allowing agents to prepare for calls in advance. The measurable impact includes reduced call traffic during peak hours and a maintained top industry ranking for customer satisfaction.

CSS

Marco Ippolito

Head of Market and Client Management