Viaplay are the epitome of a truly innovative customer centric brand. Ensuring that they provide customer service in the easiest, most transparent and seamless way possible whenever and however their customers choose, sits at the top of their customer care strategy. Born in the age of digital, and with a predominantly younger user demographic, Viaplay understands that the modern customer is more digitally savvy than ever before. Viaplay focuses on providing support across a plethora digital channels and actively direct customers to Facebook, Twitter, Instagram, and Google Play.
As a rapidly expanding business, however, Viaplay faced a major challenge: How could they scale up their customer service offering to meet the rising demands and expectations of their growing digital customer base quickly? They recognised the need for a large scale, Pan-European service operation, in line with a multilingual contact centre team.
Given the business need for a swift and painless platform roll-out, it was essential for Viaplay to partner with a platform provider who could guarantee a rapid deployment. A partner who could be implemented efficiently, expertly and skillfully -- and being able to scale as volumes shifted from traditional to digital. Enter Conversocial, who guaranteed a full multi-language rollout in just 5 days.
Partnering with Conversocial, Viaplay operationalised a large scale implementation across a multilingual team within one week, allowing them to provide the highest levels of customer satisfaction and agent purpose without disruption to their digital service offering.
“Viaplay’s digital contact centre support infrastructure is a vital part of our business, ensuring the happiness of our customers and giving agents a sense of purpose. We needed a best of breed partner to support our digital care operation, as well as one that could scale with our growth, to effectively manage the needs of a multilingual audience. Conversocial ticked all of these boxes; They helped us provide a stellar customer experience in our digital customer service offering through continuous optimisation and enterprise grade care.”
Head of Customer Service
Efficiently configuring a new platform was always a worry for Viaplay. With over a team of 50 digital agents and 40,000 contacts on digital each month, Viaplay needed a partner which could be rapidly implemented across their Pan-European digital care operation to ensure it was still able to run as seamlessly, smoothly and painlessly as possible.
Conversocial’s dedicated Professional Services Team rigorously planned a tailored account implementation and agent training to support a large scale multi-region onboarding within a 5-day time frame. This rapid approach prevented any chaos and confusion within Viaplay’s digital service operation and ensured that all stakeholders, from manager to agent, were clearly aligned on how to use the Conversocial platform. In partnership with Conversocial, Viaplay has managed to turn digital into a strategic and scalable channel with a differentiated advantage.
“With such a large organisation and digital care team spanning multiple regions and languages, we were impressed with the incredibly rapid onboarding process that Conversocial both planned and delivered for us in under one week. Despite such a complex platform implementation, Conversocial not only managed to meet their deadlines for onboarding, but also ensured the process was faultless, comprehensive and went above and beyond with agent training to ensure each agent was fully qualified and understood every aspect of the platform. Thanks to this, Viaplay has broken down the complexity of our digital support offering which means we can focus on customer engagement.”
CS Digital Channel Manager at Viaplay
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