Case Study: Providata achieves 24/7 customer service and shorter wait times with virtualQ

Providata - Customer Case Study

Providata, a provider of data analysis and reporting software for the energy industry, faced significant challenges due to rising call volumes from increasing energy prices. Their customer service struggled with long wait times, a lack of acceptance for voice automations, and a shortage of skilled workers that overwhelmed their staff. They partnered with virtualQ to address these issues.

By implementing virtualQ's intelligent callback function and voice assistant, Providata was able to offer 24/7 customer service. The solution redistributed call loads to smooth out peaks, allowed customers to schedule callbacks, and automated standard queries. This resulted in reduced wait times, relieved employee workload, and increased customer satisfaction for Providata.

Providata

Enrico Oswald

Head of Customer Service