{"id":172330,"date":"2023-11-16T10:57:00","date_gmt":"2023-11-16T09:57:00","guid":{"rendered":"https:\/\/spotler.com\/case-studies\/vitens"},"modified":"2025-09-12T11:08:14","modified_gmt":"2025-09-12T09:08:14","slug":"vitens","status":"publish","type":"case-studies","link":"https:\/\/spotler.com\/en-gb\/case-studies\/vitens","title":{"rendered":"How Vitens improved customer satisfaction with WhatsApp & Chatbots"},"content":{"rendered":"

Delivering the highest possible level of service is central.\u202fIt is not without reason that the company recently won another prize for the tastiest drinking water.\u202fStriving for the highest customer satisfaction is also an essential principle for Vitens.\u202fThis requires excellent customer service.<\/strong><\/p>\n

We spoke with Roy Hendriksen, online service manager at Vitens.\u202fWithin the organisation, he is responsible for the digital channels.\u202fIn an interview, he enthusiastically talks about efficient customer service, the chatbot implementation, the collaboration with Spotler and the benefits it has brought to Vitens.<\/p>\n

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The goal: quick and easy help<\/h2>\n

Helping customers as quickly and efficiently as possible is the focus for the Vitens customer contact centre.\u202fThroughout the year, we measure customers’ satisfaction with the service they experience when contacting Vitens.\u202fThe outcomes of the various customer journeys are added together and weighed.\u202fVitens has been scoring high on customer satisfaction for years, with an average customer satisfaction rating of above 8\/10. The\u202fWhatsApp\u202fand\u202flive chat\u202fcontact channels, in particular, score high.<\/p>\n

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\u201cOur department has contact with 5.4 million customers annually.\u202fThis involves thousands of WhatsApp messages and hundreds of Facebook and X (formerly Twitter) messages per week.\u202fIt is important to deal with this properly.\u202fThat is why we chose Spotler to service these channels.\u201d<\/p>\n<\/blockquote>\n

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A chatbot for WhatsApp<\/h2>\n

A highlight of the collaboration with Spotler is the implementation of a chatbot\u202fon the WhatsApp channel.\u202fThe WhatsApp bot plays an essential role in Vitens’ customer contact.\u202fVitens’ webcare team mainly has contact with private customers.\u202f<\/p>\n

A large number of questions come in via WhatsApp.\u202fIt is a very suitable channel for quickly handling simple questions.\u202fFor example, customers can quickly and efficiently take and forward photos with their phone.\u202fThis also makes it an appropriate channel for transmitting meter readings.\u202fAlmost half of all traffic on the WhatsApp channel concerns meter readings.\u202fThis is a standard process that can easily be automated.\u202fThat is why Vitens has handled these questions using the bot.<\/p>\n

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\u201cSpotler guided us in the process of setting up the chatbot, after which we were able to do a lot ourselves.\u202fThis way we can develop scenarios ourselves and expand the bot.\u202fIts strength lies in its simplicity.\u202fThere are no complicated processes behind it. We were able to handle the most common customer questions on short notice, and we are satisfied with that.\u201d<\/p>\n<\/blockquote>\n

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Automation of simple and complex questions<\/h3>\n

The bot also handles more complex questions and more extensive processes, such as those relating to relocations and payment arrangements.\u202fCustomers are referred to the website, where they can arrange many things in their My Vitens environment. Roy explains: “We offer extensive channels that allow customers to choose how they want to contact us.\u202fWe strive to help the customer as much as possible without human intervention, provided that the customer also wants this.\u202fThere is always the opportunity to speak to an employee during opening hours.\u202fOur telephone accessibility is high, especially for malfunctions.”<\/p>\n

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Quick and easy help in case of malfunctions<\/h3>\n

In the event of disruptions, customers must be helped quickly and effectively.\u202fIn addition to a separate telephone line for disruptions and malfunctions, the chatbot also makes a valuable contribution.\u202fMessages regarding malfunctions are automatically received by the bot and forwarded to the correct department to resolve the problem as quickly as possible.\u202fThis makes it easier for both the customer and the organisation.<\/p>\n

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\u201cThe bot has become very successful.\u202fThanks to recognition, the bot can answer questions that an agent would normally handle.\u202fThe bot answers a large number of routine questions asked in advance.\u202fAnd when a human employee has to be involved, the bot acts as an assistant.\u202fBy automatically requesting personal details and customer data, our employees need fewer messages to handle questions.\u201d<\/p>\n<\/blockquote>\n

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Efficiency outside of working hours: save time on Monday morning<\/h3>\n

A real payoff for Vitens: the bot is also active outside working hours.\u202fThis saves the customer contact centre employees a lot of time processing what they describe as the “Monday morning messages”.\u202fWhen a customer contacts Vitens via WhatsApp outside opening hours, they can be helped by the bot or asked via an automatic message to contact Vitens again within opening hours.\u202f<\/p>\n

Previously, the team spent at least three hours at the start of the work week sending standard messages to expired conversations that were started over the weekend.\u202fThanks to the bot, the webcare team is often ready before 9 AM on Monday. A significant advantage is that they are in their quest for fast and efficient customer service.<\/p>\n

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The result<\/h2>\n

The bot has been running for a year and a half, proving its value for Vitens.\u202fThe bot takes a lot of work off their hands and contributes to efficient customer service.\u202fThe smooth implementation and user-friendliness of the system have had a positive impact on the entire webcare team.\u202fThis way, employees are relieved, and customers are helped quickly and efficiently, even outside working hours.<\/p>\n

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Inspired by Vitens’ story?<\/h3>\n

Discover the many possibilities of Spotler’s chatbots, from fully autonomous to beautiful combinations between human and machine, as with Vitens. Sign up for a demo!<\/strong><\/p>\n