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Voi, a leading European mobility company, has been revolutionizing urban transportation since its start six years ago in Stockholm, Sweden. With operations spanning across Europe, Voi's mission is to see cities designed for living, free from noise and pollution.

By offering e-scooters, e-bikes, and software solutions, Voi promotes environmentally friendly and sustainable urban transportation.

Challenges 

Voi wanted to go from a button-based chatbot to a conversational setup in order to level up their support and future-proof it, which led them to Kindly. Anna Tiberg, Leader of the Customer Experience Operations function, explains their key challenges: 

“Our key challenge was to bring down costs with maintained or even improved service towards our customers. We had a large support team working with well documented SOPs and a big portion of cases that was a good fit for automation. The shift towards a high share of self service makes it possible for us to scale efficiently.”

Katie Wilson, Operational Excellence Manager, also acknowledge the repetitiveness of their incoming questions:

“Early on, we noticed that a significant portion of customer inquiries were repetitive. This led us to focus on automating these frequent interactions, starting with the most straightforward tasks. By targeting this low-hanging fruit, we achieved strong results quickly.”
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Selection

Voi evaluated several chatbot providers before choosing Kindly. The decision-making process involved testing and rating each vendor based on key priorities for Voi, including ease of use and maintenance, support for multiple languages and integration capabilities. Anna speaks on the selection:

“There was a long list of different parameters that the whole team tested, and Kindly scored the highest in the combined results. The fact that Kindly had bots live that actually served customers in many different languages was a key thing for us, as we’re operating in so many different markets.”

She continues: “We got a great impression of the Kindly team in general, very easy to work with and professional in their demos and descriptions of how to go about the implementation which created a lot of trust.”

One of the most frequently asked questions Voi receives is regarding parking. Katie highlights the impact of work done to enable the bot to support customers with their parking cases: “Before implementing the chatbot, the majority of those questions would go to an agent in order to be resolved. But now we see that 86% of those questions are handled by the bot.” This results in a significant amount of saved time and resources for the customer support team, meaning they can focus on more complex cases. Katie also emphasises the worth of integrations for Voi:

“We’ve realized that a lot of the results will come from integrations, at least where we are at in our journey. That's what will deliver results on both our self-service share and customer satisfaction for us.”

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An important KPI for Voi is their self-service share, meaning what percentage of conversations is automated. Voi had a goal to get their self-service share up, meaning getting a higher automation in the chatbot, as well as keeping their fallback rate on an 3% average. Katie describes their results: 

“We are averaging around 59%, and as for the fallback rate, we’ve had good results. Last month it was at 3.4% which is the first time this year we went over 3%.”
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As stated earlier, Voi had a goal to decrease customer support costs and are able to see a positive impact as a result of implementing Kindly: 

“We have seen a drastic reduction, where self-service is a big contributor. Since we have automated more than 50% of the incoming cases, that of course has a strong impact on the costs” Anna says. 

Anna concludes:
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“Overall we appreciate the partnership with Kindly a lot. It's very easy to work with you and everyone is very helpful. We're very happy about the deal we have with Kindly.” 
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