To meet today’s demands for a holistic, digital customer experience and offer customers a wide range of contact options, companies are challenged like never before. The challenge is to create a consistent and seamless customer experience. Especially in technical support, however, the usual contact channels such as the telephone or e-mail seem less dynamic and rather outdated. Nevertheless, one still encounters them frequently. And this despite the fact that service requests usually take a very long time, offer little individualisation and cause high costs. In most cases, however, the problem would have been solved in no time if the situation had been analysed in advance and the problem identified at an early stage.
Contact channels in the Conntac self-service solution
At Conntac, we believe that the best solution lies in diversity and that customer-centric implementation is a fundamental part of tomorrow’s service landscape.
This is exactly where the Conntac self-service solution we developed comes in. Consisting of the app for your customers and the Conntac dashboard for your employees, we offer a powerful duo to assist with all support requests. Thanks to the individual and intuitive instructions, from the initial set-up and fault clearance to the first contact in all matters, the app empowers the customer to help themselves. Central to this is the seamless transition to customer care, so that the customer is not left alone until the problem has been definitively resolved.
We have listed the most popular contact channels, explaining how they can be used in combination with a self-service app and how they can be meaningfully expanded without having to adapt the systems or switch off existing contact channels.
For a long time, telephone calls were practically the only way to contact a company and even today this contact channel continues to enjoy great popularity. However, contact by telephone is associated with several difficulties: On the one hand, it can take a very long time to reach a contact person due to the overload of the service hotline during peak calling hours, and on the other hand, high costs arise for the companies, as long conversations usually have to be held to solve a problem. This can lead to clients feeling left alone with the problems.
The self-service app provides a remedy here, enabling clients to process automatic analyses and interactive questionnaires themselves from the comfort of their own homes – 24/7, intuitively and stress-free. If it is not possible to solve the problem completely, the app forwards the problem to support. Here, however, with the big difference that service agents can view all collected analysis data and solution paths of the app in the Conntac dashboard and thus directly start problem solving. This leads to a significant reduction in AHT (Average Handling Time) while increasing customer satisfaction.