one_picture.jpg

SupWiz Chatbot helps thousands of customers at One.com

 
Mikkel Nezda   Head   of Business Excellence at One.com

Mikkel Nezda
Head of Business Excellence at One.com

 

SupWiz AI Chatbot has delivered fantastic and concrete results, and today helps thousands of customers in their support dialogue with One.com.”


 
About One.com   One.com is an innovative supplier of web hosting services and one of the leading companies in Europe within the provision of domain names and sales of web hosting services.

About One.com

One.com is an innovative supplier of web hosting services and one of the leading companies in Europe within the provision of domain names and sales of web hosting services.

The challenge

One.com has over 1 million customers in 149 countries and underpins 14 languages. They operate a chat and email helpdesk receiving more than 1.6 million requests per year. Half of the customers reach out using the chat function which leads to challenges as:

  • Response and waiting time are critical to their customer satisfaction

  • Many requests are for standard problems, with known and simple fixes

  • Technical requests that requires to perform service

  • Customers expecting 24/7 support and consistency across channels

The SOLUTION

nyfarveikon4.PNG

SupWiz Chatbot delivers AI and natural language powered chats to One.com including:

  • Integration with their existing Zendesk chat.

  • Chatbot solving problems similar to a human collegue

  • Quick response time and 24/7 Support

  • Integrations add value like knowledge matching, DB lookups, and RPA that can reset PW etc.

nyefarveikon2.PNG
 

RESULTS

nyefarveikon6.PNG

One.com have deployed SupWiz Chatbot to improve their Customer Service and Support on a wide range of areas:

  • Automates more than 75% of its requests without human involvement

  • Remaining requests benefit from partial resolution – before seamlessly transferred to a service agent.

  • Reduction in wait time: 2 minutes per. request

  • Reduction in average chat duration: 3 minutes

  • 95% accuracy in identifiying the customer’s request

  • 20% reduction in unsatisfied customers

We are proud to have been pioneers in the technological development, and together with SupWiz deliver an AI Chatbot that has proven to create real business value, for both our customers and us.
— Mikkel Nezda, Head of Business Excellence at One.com
nyefarveikon5.PNG

after supwiz chatbot

Before SupWiz Chatbot

Chatbot in your company 

Do you want to know how SupWiz Chatbot can create value for your company?
Learn more here or get in touch with us.