SupChat: Proactive livechat and streamlined integration
6th of September 2023
FOAs A-kasse, which is part of the trade union FOA with its 169.000 members, switches to SupWiz livechat, SupChat, to accommodate their members on one of their preferred channels. A frictionless transition, enabling a more proactive service.
Chat: the shortcut to instant answers
FOAs A-kasse (Eng. Unemployment insurance fund) wishes to help their many members with instant responses answering all questions and SupChat is great assistance to do that!
Sabine Schwarts Jensen, who is a Case Worker at FOA especially prefers the live chat channel when helping members:
An easy-to-use-tool
Sabine is working with SupChat on a weekly basis, and she experiences the SupChat platform as an easy-to-use tool, which also provides insights into members’ previous conversations, helping agents to give a more personalized response.
- Sabine Schwarts Jensen, Case Worker at FOAs A-kasse
Mette Wiederholt Pedersen, who is a Web Consultant at FOAs A-kasse, finds the tool proactive:
SupChat includes a statistic tool, giving FOAs A-kasse the opportunity to recognize patterns. For example, if several users address the same problem, FOAs A-kasse knows exactly where on the website they need to update and/or add information - making sure that all members can get answers to their questions!
Additionally, Mette finds SupChat as an intuitive tool and elaborates:
- Mette Wiederholt Pedersen, Web Consultant at FOAs A-kasse
SupChat is set up so everyone can use it. The system offers a simple layout and design, displaying the essential elements to make it easier for agents to focus on complex tasks and service with members.
- Mette Wiederholt Pedersen, Web Consultant at FOAs A-kasse
With SupChat integrated into existing systems, agents not only gain access to detailed statistics on user queries, and the ability to perform actions directly within chat conversations, all from a single window, but they also benefit from a streamlined one-click sign-in process, further improving the overall performance.
Rapid Change of Chat System
It was a strategic move. Within 3 weeks, FOAs A-kasse implemented SupChat, and they experienced a huge difference in navigation and a more user-friendly platform:
- Mette Wiederholt Pedersen, Web Consultant at FOA
Do you want to learn more about SupChat and its many features? Learn more here.
About FOA
FOA is the third-largest trade union in Denmark and has 169.000 members, the majority of whom are women (86%). FOA’s vision is to provide their members with the best conditions, prerequisites, and opportunities – for their own benefit and for the benefit of society. The largest occupational groups within FOA include social and healthcare assistants, social and healthcare aides, pedagogical assistants, and daycare providers.
About SupWiz
SupWiz is an award-winning SaaS, delivering next-generation AI solutions to improve end-user service and support processes. Our omnichannel and modular solutions include chatbots, voicebots, emailbots, ticket classification & routing, real-time AI assistance for agents, knowledge search engine, and more.
The solutions enhance existing support systems such as Zendesk, ServiceNow, TopDesk, Puzzel, among others, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz's AI solutions, benefiting millions of end-users in multiple languages. Our customers include several large public institutions (e.g., Tax Authorities, Hospitals, and Governmental units) and private organizations in web hosting, logistics, media, and utilities, among others.
Do you also want to learn more about how AI chat support can assist you in your company and improve the user experience?
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