BankID in phone calls enables GodEl to quickly identify customers, securely handle personal data, and focus on efficient and excellent customer service.
GodEl – BankID in phone calls provides more efficient customer service
- With BankID in phone calls, we can focus entirely on the customer instead of spending time on various security questions to ensure we're speaking to the right person. This allows us to be more efficient in our work and provide customers with a better experience," says Isabelle Hooshidar, Customer Service Manager at GodEl.
With BankID in phone calls, customer service representatives can quickly and easily identify the customer and help them with their issue. Efficient and secure case management also provides a better experience for the customer.
- Providing customers with a smooth and secure experience is crucial for us. We want our customers to feel that they quickly receive the help they need, but also that it happens in a safe and secure manner," Isabelle continues.
“95% of Swedes have high confidence in BankID and 99% think BankID is fast and easy to use.”
Secures customer information
In 2021, GodEl was subjected to a fraud attempt. Someone called and wanted to update the email address for their invoices. It turned out the person who called worked for a fraudulent company trying to gain control over the real customer's invoice. The fraudsters planned to pay GodEl for the real invoice but instead create a new invoice for the customer with hidden fees and poor terms. Thanks to GodEl's thorough work in security certifying their staff, the fraud attempt was stopped.
- We didn't want to experience this unwanted scenario again. I'm grateful that the staff was attentive and alert, but I wanted to find a safer solution for the future, says Isabelle Hooshidar.
To create safer customer calls for both employees and customers, GodEl implemented BankID in phone calls for their customer service with help from IDkollen.
Lyfter bort ansvaret från kunden
Previously, GodEl used security questions to confirm the customer's identity, a method used by 55 percent of Swedish companies, according to IDkollen's latest survey. Although the intention is good, security questions are unfortunately often based on information that can be found, including online, which makes the method insecure.
In addition to lacking security, a significant responsibility is placed on the customer to have answers to the security questions. This takes a lot of time during calls and also increases queue times, which can lead to a poorer customer experience.
- Customers who couldn't answer the security questions previously couldn't get help. Now, our customers can instead smoothly and securely identify themselves with BankID, and the staff can focus on helping the customer," says Isabelle.
Responsibility to protect personal data
- Organizations that handle personal data need to be aware of what data is being handled and the responsibility to protect it. It's important to ensure who you're talking to so that you don't disclose sensitive information to the wrong person. With BankID in phone calls, we get a secure and customer-friendly solution, Isabelle Hooshidar concludes.
GodEl
GodEl is Sweden's eighth-largest electricity trading company. All of GodEl's profit distribution goes to seven charity partners – a total of 74 million SEK since its inception in 2005. The electricity is labeled "Good Environmental Choice." Yet, GodEl has one of the cheapest electricity contracts on the market – all private customers buy electricity at GodEl's purchase price plus a low 39 SEK per month.
Get started with BankID
Efficient and secure phone calls with BankID in phone calls.
- Secure for both customer and employee.
- Shorter waiting times and efficient handling.
- Better customer experience and more satisfied customers.
More cases
Thousands of companies and authorities use BankID in their services, or as a part of their offering. Read more about how BankID makes a difference in our client cases.
