Westfalen AG Chatbot Optimizes Customer Service

Westfalen AG, a leading supplier of speciality gases, has worked with LoyJoy to develop a chatbot, among other use cases, that guides customers straight to the right contact and relieves the burden on customer service.

Initial Situation

Anyone looking for the right dealer or contact person, or with a general question, used to end up with customer service and had to wait for an answer. The goal was to resolve these requests faster and noticeably relieve the burden on Westfalen AG’s customer service.

Solution

The chatbot takes on exactly these requests directly in the dialogue. It helps customers find the nearest dealer, reach the right contact person, and answers general questions, so many requests never have to reach the service team at all.

Results

• Customers are forwarded directly to the right channels and thus reach the right contact person quickly and easily.
• The chatbot improves the customer experience, reduces waiting times, and increases the efficiency of the service process, a win for customers and the service team alike.

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