Case Study: Haufe Lexware reduces customer service workload with virtualQ

40% less workload for customer service representatives through the introduction of automation in the company’s contact centre

The customer, Haufe Lexware, faced challenges in its customer service, including long wait times from frequent FAQ calls, the complex integration of a voicebot, and the difficulty of directing callers to the correct support tier. virtualQ implemented its VQ Phone voice assistant to automate responses and intelligently route calls.

virtualQ's solution automatically handled approximately 40% of all incoming calls and answered 25% of typical FAQs. This significantly relieved the workload for agents, increased reachability, and streamlined internal processes. The voice assistant was well-accepted by customers, leading to greater efficiency and cost savings for Haufe Lexware.

Haufe Lexware

Ralf Stoltz

Manager Customer Development