Sector Alarm's Successful Transition to Conversational AI Across Multiple Markets

Sector Alarm, a leading European security company, was facing challenges with its customer service strategy. Despite having a robust omnichannel approach, the company identified inefficiencies in its live chat sessions, particularly in larger markets. Multiple agents were handling each chat session, often dealing with repetitive inquiries such as password resets or product information requests. The company estimated that agents were spending an average of two and a half minutes per chat searching for customers and updating the CRM. Sector Alarm had previously implemented a chatbot solution in 2018, but it was 'tech-heavy' and lacked flexibility. The company found it difficult to make necessary changes and updates without the frequent involvement of the IT department. The initial chatbot solution was not scalable and was unable to meet the growing demands of the company's customer service needs.

Sector Alarm is a leading safety provider in Europe, established in 1995 in Norway. The company provides security and alarm services for homes and businesses to over 600,000 customers across eight markets. Sector Alarm is committed to providing excellent customer service, as reflected in its consistent 95% customer satisfaction rating. The company employs an omnichannel approach to its customer service strategy, with a main contact center employing over 250 agents working across phone, email, and live chat. Sector Alarm also uses a chatbot solution to automate repetitive customer inquiries and free up human agents.