Slevomat was looking for a way to handle recurring requests across chat, phone and email more efficiently and reduce the burden of routine work on its agents. It also needed to bring communication channels together and gain a clearer view of customer history to respond to enquiries faster and more consistently.
With Daktela, Slevomat brought chat, phone and email together in a single interface and entrusted some routine requests to a chatbot and voicebot. The chatbot now resolves 73% of enquiries, while the voicebot handles 63% of calls, saving the team the equivalent of 1–1.5 full-time employees (FTE), depending on the season. Customers also receive their first response in half the time. Customer satisfaction, measured by CSAT, stands at 4.7 out of 5.
„The implementation of Daktela was a strategic step for us – it helped us not only to unify our communication but, above all, it paved the way for the automation and scaling of our customer support. With the chatbot, we resolve 73% of enquiries, and with the voicebot, 63% of phone calls. Consequently, we now handle the majority of requests without agent intervention. Faster response times and a consistent customer experience directly translate into higher satisfaction for both customers and partners. At the same time, Daktela provides us with the data and control needed for continuous optimisation, reinforcing our position as a market leader.“
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