Customer support has always been key to successful business strategies and plans, yet it is not always without misunderstandings. Startup Voyc is tackling this problem by ensuring that both customers and companies are treated fairly during verbal exchange. How? Voyc’s artificial intelligence (AI) software enables companies to gain deeper understanding of their customers’ needs and problems, and resolve issues as efficiently and fairly as possible.
FROM A SIMPLE IDEA
Call monitoring is essential in identifying potential risks, improving agent performance and enhancing the overall customer experience.
In their venture to ensure understanding between companies and customers, Matthew Westaway and his co-founder, Lethabo Motsoaledi, developed an AI-based solution that adds value to customer service. “We hope that one day everyone will feel trusted and that their voices will be heard,” says Matthew.
Currently focused on the insurance sector, the startup is working with more than 10 companies, enabling them to maintain strong and positive relationships with their customers.
The Quality Assurance (QA) team plays a key role. It is in charge of recording and analyzing all calls that take place, and providing insurance companies with relevant information that allows them to handle clients’ requests fairly and reliably. Voyc’s AI-driven software is able to transcribe and analyze calls within minutes, and deliver data-packed reports to the team.
“We basically give our QA Team superpowers to protect both the company and the customer,” says Matthew. “That way we can ensure that there are no issues between them.”
Delft-based incubator YES!Delft and their professional network of experts have been a part of Voyc’s entrepreneurial journey so far. As one of the startups in its Accelerator program, Voyc has enjoyed the wide range of expertise they have had access to and the good connections they have been able to make.
“YES!Delft’s strong network has been very valuable for our company, especially in the early days,” Matthew says. “It employs amazing people that are ready to help and that want you to do well.”
Today, two years after being founded, Voyc has a team of 10 who share the same passion and energy for establishing equal relations between companies and their clients.
TO A GROWING COMPANY
During this journey, the startup has gone through periods of trial and error that have expanded its understanding of the potential risks that both companies and their customers have to bear in the business world.
“Most of the issues usually come up on service calls when customers are just extremely unhappy”, Matthew says. “It is often the case that customers misunderstand what service they are being offered and end up receiving something they never asked for.”
He makes another point that while customers could misjudge some of the information they are offered, misinterpretation on the company’s side is also a possibility.
“Our clients, mostly insurance companies, generally have a lot at stake so being able to analyze their customer service calls is crucial for them,” Matthew says. “On the other hand, their customers can also end up largely affected should it come to a misunderstanding.”
In a way, both sides have a lot to gain from a solution like that of Voyc.
The past two years of running their company has taught Matthew and his co-founder a lot not just about entrepreneurship but about their industry as well. For the coming months, they have locked their sights on expanding to the UK and establishing a foothold in the market there.
With a few investments from accelerators such as Techstars and several Dutch angel investors, Voyc is certainly on the right path. From this point on, the team will be venturing onto even bigger and better business opportunities, both in the Netherlands and abroad.
Mar 2018: Founded company
Sep 2018: Joined Techstars SAP.iO Berlin
Nov 2019: Signed first large insurance company
Jan 2020: Hired 5th Team Member
Feb 2020: Setup HQ in the Netherlands
Mar 2020: Joined YES!Delft
Nov 2020: Signed 4th large insurance company
Dec 2020: Hired 10th Team Member
Dec 2020: Monitored the call of 100 000’th end-customer
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