Customer Service is the Key to Success

Weltbild, one of Europe’s largest online, publishing and media groups, has used USU technology since 2012 to support its customer service processes. Over 500 call center workers in Germany, Austria and Switzerland work with the USU KnowledgeCenter database, handling many millions of calls each year.

The use of USU’s technology and expertise has led to an improvement in important key figures, such as an increase in the first-level troubleshooting rate with high-quality responses, and a reduction in the time needed for induction of new staff. Another USU application is used for more complex service cases: an intelligent dialog system that offers suitable solutions quickly.

In the medium term, all of the group's service departments are to benefit from quick access to relevant information from a central knowledge pool. In addition to Weltbild, this includes other well-known brands such as Jokers, KIDOH and Hugendubel.de.

It was important to us to find a complete solution that had been tested in practice and that would actively support our service teams and therefore our customers. We chose USU as our technology partner based on functionality and references and following extensive tests, which were positive.

Ilona Weigand,
Call Center Manager