Overview & Challenges
Codere Online is a multinational group devoted to entertainment and leisure that is listed on the Nasdaq stock exchange. It is a leading player in the gaming industry, with four decades of experience and a presence in seven countries across Europe and Latin America (Spain, Argentina, Colombia, Mexico and Panama).
Codere Online’s core values involve putting the customer at the centre of all decisions, a commitment to excellence, taking an innovative approach leveraged by technology with an emphasis on efficiency. These core values extend to the customer support team, where they handle thousands of customer support queries per day over the chat support channel.
Of course, serving millions of customers across many markets brings complications in delivering high quality customer support. Visibility into customer support data was difficult, confounded by teams using a mix of customer support tools. Codere Online struggled without a consistent view on performance across all teams and regions.
Understanding and reacting to customer issues was also very challenging and relied heavily on manual processes and anecdotal feedback. Without a clear way to detect and investigate issues, Codere Online worried that opportunities to improve customer experience by analysing customer feedback would be missed.
How EdgeTier Provides a Window into Customer Support Issues
EdgeTier integrated with multiple internal systems to analyse all customer service data. Data is read from two separate chat systems and brought into the EdgeTier system in real-time. All customer service queries are analysed in-flight to provide a centralised view of customer conversations and provide a platform for exposing issues to the management team.
EdgeTier’s explorable interface consolidates all customer service data in one place and allows the Codere Online team to quickly and easily explore contacts across all five markets. Each conversation is stored in the EdgeTier system along with metrics (such as queue time, handling time, average response time etc.) and tags (such as region, country, browser).
Providing a single view of all customer data provides Codere Online with an immediate jump in data visibility, allowing them to easily compare performance and identify issues across all markets.
With all data now centrally stored, comparing performance across different teams, and the individual agents within those teams, is now straightforward. A single ‘Agent Dashboard’ provides a view of each agent’s performance when compared against their team-mates, or different teams across the company. EdgeTier’s phrase tagging system tracks agent comments and highlights issues in agent messages in real-time.
Analysis which previously took hours and days of manual effort is now possible instantly, while agent evaluations are now well informed with clear and consistent data which is being used to improve agent performance.
“ We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team.”
- Deborah Guivisdalsky COO
Each customer message is analysed and can be tagged depending on what the customer types. Any message where a customer expresses frustration, complains about wait times, asks to speak with a supervisor, etc. is automatically tagged.
This tagging allows Codere Online to understand what customers are talking about without having to rely on manual annotation, while also allowing them to compare how often customers talk about certain topics across markets and regions.
Proactive Anomaly Detection.
EdgeTier’s AI actively monitors customer conversations and automatically detects any unusual topics being discussed (for example, customers having issues with promotions, having technical difficulties etc.). Once detected, the system sends a real-time alert to management summarising the issue.
Anomaly detection not only detects unusual issues in real-time, it also quantifies the size of the issues and breaks down which customers are talking about the issue in a completely automatic way.
Codere Online is now able to react to issues faster than before, while also finding hidden issues that may have gone unnoticed for days.
“ EdgeTier have hugely increased our data visibility and the speed that we can react to customer issues. We are now able to detect and resolve issues instantly, where previously it may have taken hours or even days spot an issue. It’s very re-assuring to know that EdgeTier’s AI is monitoring all conversations and will proactively inform us any unexpected issues that arise.”
“ EdgeTier’s platform has allowed us to deliver better customer experience as well as the reassurance that we will be proactively be informed of any customer issues that arise.”
- Deborah Guivisdalsky COO