Happy employees in the contact centre.

Being even closer to customers with self-service apps

It cannot be stressed often enough how important it is to gather customer feedback. Customer feedback and general personal contact with customers is instrumental in providing excellent customer service. The use of self-service apps, with which customers can easily help themselves with technical problems, does not necessarily mean that contact with customers is completely cut off. Quite the opposite. In this article, we take a closer look at how the use of self-service apps in customer service creates new contact channels and makes personal contact with customers even more excellent!

Telecommunications and insurance companies as well as financial institutions are among the industries most frequently contacted. These companies are therefore faced with the challenge of being able to deal with all customer concerns as quickly as possible and at the same time also being able to resolve them with complete satisfaction.

Interpersonal communication and feedback often fall by the wayside due to time constraints. Around 87% of all consumers feel that the quality of customer service is a decisive factor in their purchasing decisions (source: Kundenservice des Jahres – New Customer Service Study) and more than 90% of consumers say that the quality of customer support influences the overall brand image.

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Florian Franzl

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