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First time repairs for washing machines improves three-fold

Whirlpool has selected ContactEngine to help better communicate with customers and improve first time repairs. By working with ContactEngine, the world’s largest manufacturer of domestic appliances has tripled the rate of washing machines being fixed in a single visit by an engineer. In turn wasted customer visits by engineers have reduced by 10 per cent.

After a customer reports a fault relating to their washing machine, customer services need to quickly classify the issue. However washing machines contain hundreds of moving parts and incorrect diagnoses lead to financial waste with incorrect parts being ordered and wasted engineer journeys.

With ContactEngine’s new job classification-screening process, once a contact centre advisor has established what they believe is the issue the technology begins an intelligent, automated conversation with the customer. By opening a...

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