How Personio is resolving customer issues at lightning speed with Fullview

Personio's switch from a previous vendor to Fullview cobrowsing has helped them increase CSAT, improve employee engagement, and reduce avg. resolution time.

INDUSTRY:

B2B, HR, SaaS

COMPANY:

Mid-Market (2K+ Employees)

USECASE:

Customer Support

By

Shifa Rahaman

Content Marketing Manager

January 15, 2024

In the world of human resources, where efficiency is paramount, Personio stands as a practical and impactful solution. With a growing user base of thousands of dedicated HR professionals and companies across the globe, Personio goes beyond being just an HR platform—it's a tool that lets HR teams break free from administrative hassles and focus on what truly matters: people.

Personio's mission is clear—to automate people processes and enable HR teams to shift from mundane tasks to more strategic endeavors. Having assisted over 10,000 customers, Personio is a reliable partner for those looking to streamline their HR operations.

The partnership with Fullview was a strategic move aimed at enhancing the customer support experience. The decision to switch from a previous vendor was driven by the need for a more efficient cobrowsing solution.

If you're striving to be more customer-centric, Fullview is a tool worth exploring.

"We made the decision to switch because our previous vendor provided a cobrowsing solution that wasn't up to par," says Marco Ricciardi, Senior Program Manager at Personio, when asked why they made the switch.

"It was suboptimal, taking a considerable amount of time for customers and agents to get accustomed to and launch. Additionally, the performance was lacking. We felt it was necessary to enhance this experience to provide our customers with the excellent support experience we aim for."

Increased

CSAT

Lower

time-to-resolution

More

tickets solved per agent

‍Fullview: The catalyst for change

The decision to embrace Fullview was driven by a quest for efficiency and an unwavering commitment to customer success.

"Our customer support team plays a pivotal role in ensuring our customers get the most out of our platform. They are a team of experts dedicated to creating value for our customers, teaching them how to make the best use of our platform, and swiftly resolving any technical issues they might encounter. We chose Fullview because we believed in their commitment to customer success and their willingness to grow with their customers."

The impact of this transition was palpable, with Fullview making significant strides in improving Personio's support operations.

Unlocking the power of Fullview

‍

Fullview's role in revolutionizing Personio's customer support experience is a testament to its value. Marco shares insights into the tangible benefits:

"Fullview has allowed us to achieve faster resolution of customer issues and questions, ultimately resulting in a higher level of customer satisfaction. Fullview's native integration with our ticketing system also made it easy to incorporate into our daily processes, contributing to more tickets being resolved on the first interaction and shorter time to resolution."

But what sets Fullview apart? Marco's enthusiasm is evident.

"I am a big fan of Fullview. The team has been incredibly customer-centric, always looking for ways to provide more value for the Personio team. They have also been incredibly supportive in setting up the platform, receptive to product feedback, and worked closely with us during the pilot phase and with our agents later on."

His recommendation for other companies echoes his confidence in Fullview.

"I would wholeheartedly recommend Fullview to any company looking to elevate their customer support experience and emphasize customer-centricity. If you're striving to be more customer-centric, Fullview is a tool worth exploring."

Fullview has allowed us to achieve faster resolution of customer issues and questions, ultimately resulting in a higher level of customer satisfaction.

The upshot

In the realm of HR and customer support, Personio's partnership with Fullview has unlocked a new level of efficiency and customer satisfaction as Personio continues to chart a course toward a future where customer-centricity is a driving force.

Fullview now serves as an indispensable tool in their arsenal. The Fullview transformation is not just a change; it's a powerful shift towards another level of excellence in customer support for Personio and an inspiration for others seeking to elevate their customer experience.

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