Customer Service
We strive to make our customers’ lives a little easier with every action we take. To achieve this, we set ambitious goals and hold ourselves to high standards. Currently, 80% of our customers are connected with an agent in under 40 seconds when they call. We address queries from both private and corporate customer segments, as well as from our service stations, through multiple communication channels and in 11 different languages. Our support is available to customers in Europe (both Circle K and INGO brands) and North America. Thinking and acting globally is key to our success, with employees from 14 different nationalities, some of whom work across various parts of the world.
The Global Customer Care team not only resolves customer issues but also serves as a key source of valuable insights for the company. By analyzing recurring customer inquiries, feedback, and concerns, we provide critical information to different product owners and departments. These insights help drive continuous improvements in our products and services, ensuring we meet the evolving needs of our customers and enhance their overall experience.
The Global Customer Care team not only resolves customer issues but also serves as a key source of valuable insights for the company. By analyzing recurring customer inquiries, feedback, and concerns, we provide critical information to different product owners and departments. These insights help drive continuous improvements in our products and services, ensuring we meet the evolving needs of our customers and enhance their overall experience.
Business Enablement Tools
We recognize the importance of digital solutions in customer service that can be accessed anytime, day or night. In Global Customer Care, we utilize digital tools such as our Chatbot and telephony system (PureCloud) to ensure our agents are equipped with the latest technology to communicate with customers more efficiently. The Circle K Virtual Customer Assistant (VCA), also known as the Chatbot or simply “Kay,” is an AI-powered tool capable of holding human-like conversations on a variety of topics. Currently, the Chatbot is available in Denmark, Norway, Sweden, and North America (via the car wash subscription app) and is continuously monitored, improved, and updated with the most relevant information.