HG International B.V., located in Almere, is successful producer of specialized, high quality cleaning and maintenance products.
Approximately 300 different HG products find their way from the factory in Almere to millions of satisfied consumers in more than 45 countries. In HG's customer services department, staff are required to have in-depth knowledge of HG's products.
They assist consumers with all sorts of questions concerning types of applications and the correct use of the products. Customer service operates in various languages. In addition to questions it also deals with complaints and refunds. Around 10,000 requests are received every year by telephone, email and post. To further optimize the customer experience and to increase the department's efficiency a solution to automate customer service processes was required.