CASE STUDIES

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GLS Slovenia

Improving Customer Service

Between 2020 and 2022, GLS Slovenia experienced increased traffic and a high volume of calls to their call centres as the growth of e-commerce resulted in a surge in demand for their delivery and shipping services. 

  • THE GOAL

    To tackle this issue and enhance customer satisfaction, the company decided to implement conversational commerce and an AI-driven chatbot into its operations.

  • 2MOBILE SOLUTION

    To help GLS achieve this goal, 2Mobile team used Liveperson technology and the Liveperson Conversation Cloud to develop and integrate the chatbot on the company's web page, SMS channel and Viber and WhatsApp messaging platforms.


    The results achieved during the launch period were impressive. After only three months in operation, the GLS Slovenia chatbot had already handled over 6,300 customer interactions, including over 250 users registered for the SMS service and more than 2,200 requests submitted via the web page, more than 1,800 via Viber, and more than 1,900 via WhatsApp. During the first three months of use, around 10% of customers used the chatbot to submit questions to customer service. In over half of these cases, the customer request can be solved by the chatbot entirely by itself without the support of an agent. This resulted in a reduction in customer service agent workload and increased customer satisfaction due to the convenience and speed offered by conversational technology.


    As its next step, the company plans to deploy an Interactive Voice Response (IVR) solution in its call centre operations to further improve efficiency. 


    “As the Customer Service Supervisor at GSL Slovenia, I am incredibly pleased with the implementation of our conversational commerce and AI-driven chatbot solution. Our agents quickly embraced the technology and see it as a valuable tool to organize their work. We are already seeing a rise in our CSAT score which gauges customer satisfaction and the feedback from our customers has been positive. We are excited about the improvements in our customer service and reduced agent workload that chatbot has delivered and we look forward to further success as we work towards implementing IVR in our call centre operations,” commented Sandra Utješanovič from GLS Slovenia.


    This success story of GSL Slovenia demonstrates the effectiveness of using conversational commerce and AI technology to enhance customer support while reducing call centre agents’ workload.

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A1 Slovenija

Higher efficiency of Customer Support Service 

During the first wave of COVID - 19, in the spring 2020, significant increase in the number of user calls was recorded in A1 Slovenija, and the telephone lines of the Customer Support Service were simply congested. Waiting in line for an agent’s help and listening to IVR has become something that consumers find difficult to tolerate today. So A1 Slovenija decided to implement the LivePerson platform in the work of Customer Support Services. The platform combines various digital conversation channels in one place.

  • THE GOAL

    Provide a new, responsive customer support channel where user gets accurate and clear information in a short time.

  • 2MOBILE SOLUTION

    In a short time, agents in the Customer Support Service partially switched from telephone lines to digital chat tools (SMS, Viber, WhatsApp and Bussines Chat) and with the help of artificial intelligence automated the most frequent answers through predefined scenarios. Part of the scenarios were also pre-prepared photo and video materials, documents and web links. A1 Slovenija, first of all, relieved the queues on telephone lines and simplified the work of agents. Working with LivePerson platform enabled agents to take over the conversation with the user via chat at a certain point. This way of organizing work in the call centre proved to be highly effective. A1 Slovenija records one-third higher customer satisfaction and one-fifth fewer service cancellations. The volume of successful customer interactions increased fourfold. Example A1 Slovenija proves that conversational business is very suitable for providing information - e.g. about the prices of products or services, helping users understand the details of a package or service, communicating the location of a nearby store, or helping them fix a problem. We can say that the chat robot Is an excellent salesman and consultant in A1 Slovenija today.

Prenesi PDF

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A1 Slovenija

CATCH the discount

A1 Slovenija is a private corporation of comprehensive communication solutions and the second biggest mobile operator in Slovenia.

  • THE GOAL

    Service promotion, brand building and relations improvement with customers.

  • 2MOBILE SOLUTION

    We enabled the promotion and building of already existing relationships with the help of SMS promotions. Users of A1 Slovenija services were able to get up to 50% discount on the monthly subscription by sending the keyword CATCH to the number 4333. After that, they received an SMS with further information about the amount of the discount, which was granted to them at random. They could use the discount in online stores or A1 Slovenija shops. If they didn’t use the discount within the specified time, they received an SMS reminder.

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MeetPoint / 2Mobile

Innovative delivery of New Year's gifts

December 2020 passed without meetings, gatherings and holiday surprises. That’s why we at 2 Mobile and our sister company MeetPoint decided to deliver gifts to business partners via virtual assistant, the chat-bot Rudolf from Verovškova.

  • THE GOAL

    Promotion of MeetPoint, 2Mobile and LivePerson services as well as the creative demonstration of how our AI conversational solution can work perfectly in practice.

  • 2MOBILE SOLUTION

    December 2020 passed without meetings, gatherings and holiday surprises. That’s why we at 2 Mobile and our sister company MeetPoint decided to deliver gifts to business partners via a virtual assistant, the chat-bot Rudolf from Verovškova.

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Primotehna

Mobile payment -SMS

Primotehna offers comprehensive solutions in the field of traffic safety and multimedia traffic teaching aids. They communicate with their clients in digital environment, part of it are also SMS messages.

  • THE GOAL

    Access to teaching materials via mobile payment. 

  • 2MOBILE SOLUTION

    Payment via SMS is simple and fast. Primotehna users unlock 8-day access by paying the fee and have all materials on the website at hand. SMS payment is enabled to A1 Slovenija, Telekom Slovenija, Telemach and T-2 users. The process of payment is easy – the first step is that the user sends an SMS with a code (such as ECPP B on 4333) and after doing so receives a message with information about the payment. The next step is their answer. After that, the customer receives a message about payment confirmation and a code for access to web materials.

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S.Oliver

SMS - Discount notifications and birthday wishes

s.Oliver, which is well known to all lovers of fashion clothing and accessories, informs about discounts via SMS messages and also wishes its users a happy birthday with a discount.

  • THE GOAL

    Loyalty building and reactivation of customer needs.

  • 2MOBILE SOLUTION

    We have sent out messages to s.Oliver mobile community with information about 15% discount. Potential buyers must visit one of s. Oliver shops to use the discount for a certain period.  


    Members of the mobile community also receive a message on their birthday with a special discount, which they can use if they decide to buy the product within a period of one month.

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MPG PLUS agencija za marketing d.o.o

Milka – Prize winning game 

Milka is one of the most recognizable and popular brands in chocolate industry. It has reached the hearts of chocolate lovers for over 112 years of constant quality and dedication to making the most delicious chocolate in the world.

  • THE GOAL

    Promotion of wide range of Milka products.

  • 2MOBILE SOLUTION

    Together with the company MPG PLUS, we designed an all-Slovenia prize-winning game, the aim of which was to promote the Milka brand. Users were able to enter the prize-winning game quickly and easily by confirming their participation with SMS. In the SMS, sent to 6111 they typed an invoice number as a confirmation of the purchase of at least two Milka products, and the keyword MILKA. All participants received a return SMS message with further information about the draw. Prize winners were notified of the prize via SMS or by phone to the phone number from which the SMS was sent.

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Kopija nova

WEB CHATBOT - Relieving congested telephone lines and e-mails

Kopija-nova is one of the leading companies in Slovenia in the field of selling school supplies online. In the summer Kopija-nova reaches the peak season - their phone lines are constantly busy and their e-mail box is always full.

  • THE GOAL

    Provide a new, responsive customer support channel where user gets accurate and punctual information in a short time.

  • 2MOBILE SOLUTION

    Kopija-nova is one of the leading companies in Slovenia in the field of selling school supplies online. It’s sales peak is once a year, during the school holidays. Their online store is visited by most people in July and August, and in addition to shopping, they are also looking for additional information. This summer, after the release of measures related to the first wave of the epidemic, when users became more equipped and receptive to online shopping, the telephone lines and e-mails of the Customer Support Service were even more congested. Agents were unable to process all calls and respond to all emails in a timely manner. The consequence? Bad user experience. Potential buyers often ask very similar questions. Do you have this 5th-grade notebook in stock? Can I pay in cash after delivery? Why didn't I get your offer via email? Since these are repetitive questions, the sales situation itself offers a great opportunity to introduce conversational marketing. We offered Kopija-nova a solution by introducing a new conversational channel to support users. By integrating a web chatbot, we provided website visitors new, responsive support channel, through which the user received accurate and punctual information in a short time. The chat robot on the website immediately addressed the user with “How can I help you?” In response, the user wrote their requests, which were processed via smart user interface of LivePerson platform and replied as soon as possible. During the peak season client provided the support of two agents who answered users ’questions via the LivePerson platform every day between 8.30 am and 5 pm. In case of contact after 5 pm, the user received a reply that the agent will respond to his request the next working day. Kopija-nova was extremely satisfied with our technological solution, as it balanced the work of customer support, calls were reduced by 25 percent and e-mails by as much as 45 percent. All this has consequently resulted in a better user experience and greater satisfaction for online store users.

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Bayer

SMS Reminder – XARELTO

Bayer, a chemical and pharmaceutical company, took additional care of its customers by using mobile advertising, as they sent them a daily reminder to take the medicine.

  • THE GOAL

    Promotional activity and after-sale service.

  • 2MOBILE SOLUTION

    ZIn this case we used an SMS reminder service. The purpose was a daily reminder for all Xarelto users to take the medicine. Consumers could sign up for reminders by sending an SMS with the keyword XARELTO on 4333. After that, they received a free-of-charge SMS which contained also Privacy settings and Terms and conditions links. Every user received one free-of-charge SMS message per day, a reminder not to forget to take Xarelto. SMS reminder was not meant for any other promotional or other purposes. Received SMS reminders are completely free-of-charge. Bayer customers can also order other free-of-charge SMS advice through Bayer website.

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Royal Canin

Online questionnaire and SMS Campaign

Royal Canin manufactures and supplies cat and dog food and exports it to the international market. The company also undertakes research into the formulation and testing of breed and symptom specific nutritional requirements of dogs and cats.

  • THE GOAL

    Promotion of products and upgrading the base of potential customers.

  • 2MOBILE SOLUTION

    Visitors of the International cats show in the city of Celje could participate in the prize-winning game if they visited Royal Canin showroom and completed a questionnaire. After completing the questionnaire, a member could give explicit and voluntarily agreement about receiving promotional content. Royal Canin got extended data, and members of the mobile community started to receive SMS’s with notifications about new products, special offers or invitations to participate in marketing research.

Unicef

UNICEF SMS platform

UNICEF is the UN organization mandated to protect the rights of every child, everywhere, especially the most disadvantaged, and is the only organization specifically named in the Convention on the Rights of the Child as a source of expert assistance and advice. In the time of digitalization they fulfilling their goals also with help of our solutions.

  • THE GOAL

    Overview of all activities of donators and simple creation of new campaigns.

  • 2MOBILE SOLUTION

    We developed a CRM platform with which we enabled a transparent list of the whole base of donators and SMS campaigns. Transparent lists enable editing and searching for selected contacts and campaigns at the same time. All the history of interactions with the donators is memorized after certain parameters. The platform enables personal data editing and an overview of donator activity. It is also possible to add a new activity, type and subtype or feature of activity such as keywords, amount of donation, operator etc …

CVS

Managing driving parks with advanced SMS solutions

CVS Mobile is the leading company in providing innovative and reliable tracking and fleet management solutions. Specialized in the development of telematic solutions that meet the needs of companies in different industries. They decided to ease communication with their partners with advanced mobile solutions.

  • THE GOAL

    Managing driving parks and prompt communication with SMS messaging.

  • 2MOBILE SOLUTION

    We offered the company series of SMS messages with prompt notifications and information related to the vehicles, such as information about exceeding the speed limit, gas stock, accumulator condition etc …

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Satisfied 

customers

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