With only a few weeks to go to our peak season, we wanted to ensure that the chat app on our webshop was performing up to par. An important part of our customers' questions is answered via this chat app. You can feel the importance of it to be able to handle a load of questions during our peak season.

What this episode covers

Both our customers and our customer service experts couldn't be let down.

Given the short notice, we asked Ymor to help us with their knowledge and experience to perform a performance test together with us and the supplier of the chat software. The aim was to access if we could handle the predicted peak load. The team from Ymor was on stage to share the case. A great opportunity for us as well to sit down with them and share in the podcast as well. Why? Because we became really curious. In our perception, we have an environment in which we validate performance so what did we miss and what did Ymor bring to the table.

Guests

• Marcel Wigman; Technisch Performance consultant Ymor
• Hans van Santvoort; Solution Manager Ymor
• Peter van Dijk; Product Owner in the Customer Service Domain, focus on Live Chat!

Notes

Introducing voice - Improve the customer journey with Intent Recognition and Conversational Analytics