Easee:
Automated customer service for complex processes
What we have done for Easee:
- Implemented AI agents and automated inquiry handling
- Introduced AI-assisted agent responses (Auto Assist)
- Established Intelligent Triage and a structured approach to case classification
- Played an active role in automating warranty and returns processes
- Built advanced reporting and insights for customer service operations
- Cleaned up and optimized the Zendesk setup, workflows and help centre
“Kundelab has played a very important role in our day-to-day operations, especially during demanding periods. They have supported us with both the administration and optimization of our customer service processes in Zendesk. We greatly appreciate their proactive approach, ensuring that new features are implemented and put into use.
Our warranty and returns processes are complex, and Mai Lena has been an exceptional partner in this work. She has played a key role in both the ongoing development and day-to-day management of these solutions.
Vlad has also made a significant contribution through the implementation and follow-up of AI Agents.
When challenges arise, Kundelab responds quickly and takes the necessary steps to ensure stable operations. We look forward to continuing our collaboration with Kundelab in the years ahead.”
Ole Rosland, Service Optimization Specialist in Easee
“Vi har hatt gleden av å samarbeide tett med Kundelab i forbindelse med etableringen av vårt nye kundesenter, og opplevelsen har vært utelukkende positiv gjennom hele prosessen. Teamet, med Patrick i spissen, har evnet å sette seg grundig inn i vårt selskap og måten vi jobber på, og har levert løsninger som treffer våre behov svært godt. Vi er spesielt imponerte over fleksibiliteten som ligger i Zendesk, og ikke minst Kundelab sin evne til å utnytte systemet og finne kreative, skreddersydde løsninger som passer oss. De opptrer svært profesjonelt og serviceinnstilt, svarer alltid raskt, gir tett oppfølging og viser stor tålmodighet ovenfor oss som kunde. Vi ser frem til å videreutvikle samarbeidet i tiden som kommer, og kan trygt anbefale Kundelab videre til andre”
Silje Havdal, leder for kundesenteret i EC Dahls Eiendom
Implemented AI agents and automated inquiry handling
We implemented an AI agent in the chat solution that automatically handles a large share of incoming inquiries. The solution uses existing knowledge and procedures to provide relevant responses and has consistently resolved more than 40% of inquiries without the need for manual follow-up. This allows many common questions to be answered directly in the chatbot, while reducing the number of cases that need to be handled manually by customer service.
Introduced AI-assisted agent responses
AI-assisted responses (Auto Assist) were introduced to help customer service teams respond to inquiries faster and more consistently. The solution suggests responses based on previous conversations, articles and internal procedures, making relevant information available directly within each case. This makes it easier to provide accurate and consistent answers to customers while reducing handling times.
Established better structure and automatic case classification
We improved the way inquiries are categorized and handled. The goal was to make it easier to understand what customers need help with, route cases to the right teams and gain better visibility into the types of inquiries being received. We also developed dashboards that track trends and developments over time. This provides better insight into customer needs and makes it easier to identify areas for improvement.
Automated warranty and returns processes
We have supported the operation, maintenance and further development of Easee’s warranty and returns solution. This has included troubleshooting, advisory services and the continued development of automations that reduce the need for manual assessments and ensure more consistent case handling. We have also developed solutions for managing large-scale returns, where multiple products are processed together.
Using automation in Knots, it became easier to gain an overview of large returns, validate their contents and follow up cases more efficiently. At the same time, the need for manual work was significantly reduced.
Built advanced reporting and long-term insights
As part of our ongoing collaboration with Easee, dashboards and reports are continuously developed based on the needs of the customer service team. The reporting provides better insight into workflows and the types of inquiries received over time. It is also used to measure the impact of changes and identify opportunities for improvement.
Cleaned up and optimized the Zendesk setup and workflows
As part of our ongoing collaboration, we continuously work to further develop and optimize the setup and workflows in the customer service platform. This includes cleaning up outdated workflows and processes to make the solution easier to maintain and further develop over time. We have also developed custom apps to improve control and quality across customer service operations. These apps are used to manage configuration changes and ensure that important information remains accurate and consistent across cases and systems.
In addition, we have supported functional and visual improvements to help centers and portals, making it easier for different user groups to find the right information and support channel.
By implementing an AI agent in the chat solution, customer service has fewer cases to handle manually.