- 3 min
Taking care of customers with Stip
“Companies and their customers are using more and more channels to interact,” says Edoardo Vallebella, co-founder of Stip. “With phones, emails, social media and instant messenger apps, processes and contact points are multiplying, often in a disorganised and non-standardised way. The result is that not only does it take a long time to solve customer issues using this inefficient process – with all the dissatisfaction and attrition you’d expect that to create – but also that companies miss out on information which could prove vital."
Centralising, coordinating and automating
This is why Stip has built a platform which offers integrated and coordinated management of the entire processing procedure for tickets generated via various channels for interaction (including, for example, content posted on social media, which the platform can search for automatically). “Our solution automates everything that can possibly be automated, including allocating tickets to actual people, who will then be able to process them quickly and effectively,” Edoardo explains. This means that companies can considerably reduce the time it takes to process and resolve tickets – by up to 80% – for significantly improved customer satisfaction."
A two-stage partnership
This promise was a winner for Agos, whose brief for the Start & Pulse call for projects (which had 52 start-up candidates, 28 qualifiers and 9 finalists) was focused around “customer centricity”. The partnership with Stip has two stages: first a 6-month Proof of Concept (prototype) phase on social media feeds, where the main goal is to be able to compare the platform with the tools that are currently in use. The second step is to set up a standardised, multichannel Customer Service procedure, where data use is optimised to meet our customer needs in the best way possible.