Scaling Customer Support Without Scaling the Team

Learn how Voi prepared their customer support team for expansion into new markets while maintaining cost efficiency

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CUSTOMER SNAPSHOT

Voi is a European mobility company based in Stockholm, operating e-scooters, e-bikes and software across cities throughout Europe. Their mission is to help cities design themselves for living, free from noise and pollution. Their customer experience team runs on well documented SOPs, with a large support organisation handling a high share of repetitive cases. As Voi prepared to expand into new markets, the team wanted to bring costs down while maintaining, and improving, the service their customers received.

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THE CHALLENGE

Voi's customer experience processes were meeting expectations. The SOPs were in place, the support team was in place, and customers were getting help. However, Katie Wilson, Operational Excellence Manager, noticed early on that a significant portion of the inquiries coming in were repetitive. Parking questions alone were one of the most frequent topics, and most of them ended up taking an agent’s time.

Self-service had to take on the repetitive work so the team could focus on the cases that truly needed their time.

‍THE SOLUTION

‍Voi evaluated several vendors who could offer this self-service component. The team ran a long list of parameters past each one, with the biggest considerations being the ease of use and maintenance, support across languages and depth of integrations. Kindly scored highest in the combined results.

What tipped the decision was seeing AI Support Agents already in production, answering customers in many different languages. For an operation running across multiple European markets, that was the difference between a pilot and a platform the team could deploy with confidence. Anna Tiberg, Leader of Customer Experience Operations at Voi, and her team found Kindly’s implementation team trustworthy from the first demos, which built confidence in the rollout.

Once live, the AI Support Agent took on the repetitive cases first. Parking was the obvious starting point. Integrations into Voi's own systems did the rest of the heavy lifting.

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THE RESULTS

Voi is averaging around 60% self-service share across its support volume. On parking, the single most common topic, 89% of inquiries are resolved by the AI Support Agent before they reach a human.

Fallback has stayed close to Voi's 3% target, with weeks where it has reduced to as much as 0.5%.

With as much as 60% of all incoming cases being handled automatically before they reach an agent, the cost impact delivered by Kindly has been significant. Anna describes the impact this reduction has had as ‘drastic’, with self-service being the principal contributor.

For a business scaling all across Europe, Voi shows  what scaling customer support through a reliable AI Support platform looks like.