Improvement & Avoidance
Learning, improving, avoiding: a high degree of customer satisfaction thanks to process optimisations
Our aim is to avoid unnecessary and non-valuable contacts with the service center and design customer services in such a way, that many questions do not even arise in the first place. Based on detailed analyses, we determine the potential for process improvements and use consumer feedback for continuous optimization of our client's procedures and our own services. This allows us to create a win-win situation for the end customer and our clients, and increases customer satisfaction while also reducing customer service costs.
Detailed analyses and sustainable process improvements allow us to reduce unnecessary and non-valuable customer communication. This way we can increase customer satisfaction while also reducing costs.
This makes us a competent partner
Social Media Monitoring
Keeping track of your feedback on social networks
Social networks offer consumers countless opportunities to talk about their experiences with products or services – both good and bad. Consequently, as a barometer of customer’s opinions, social media channelsprovide a valuable source of information for companies. Efficient monitoring allows companies to keep track of this, respond to any problems at an early stage and avoid any communication crises.
We monitor more than 100 million websites, forums and blogs, in any desired language, and analyze all entries that have a bearing on your specific issues and terms of reference. If required, we respond on an ad hoc basis, in order to take advantage of any opportunities and minimize any risks.
Customer Journey Design
Seeing all the services through the eyes of the consumers – and approaching customers with cross-channel offers right where they are
Digitisation has considerably changed the demands consumers make on modern customer service. It is not only about making a broad offer available through communication channels such as social media, apps, online and video chat and self-service platforms. The greatest challenge is much more about integrating all the channels seamlessly together and identifying the ideal communication channel for customers in each situation. This allows you to approach them at the right moment on their “customer journey”, through the right channel with the right information.
We offer you comprehensive support in all aspects of customer journey design on the basis of sound know-how regarding processes and methodology. With our expertise in the design of service experiences across many different sectors, we help our clients to precisely identify and realize consumer demands and desired contact options.
Voice of Customer
Understanding customer feedback and using it for improvements
Customer advisors in the service center are often the first to know which problems and issues currently occupy their customers. Feedback from consumers in the service center is a valuable source of information, which you can use to your advantage with Arvato’s “Voice of Customer” solution.
You can use this solution, which is based on consultancy and IT, to systematically record which issues and problems cause your customers to make contact. This way, you can develop potential for improvement and reduce contact volumes.
Feedback & Complaint Management
Processing complaints professionally and regaining trust
When dealing with complaints, professional customer service is especially important for maintaining customer loyalty. At the same time, systematic evaluation of customer feedback can provide important insights into how company processes can be improved.
We support you with extensive services in all aspects of customer feedback and complaints management, and ensure rapid and professional solutions to any customer concerns, through all communication channels in all the desired languages. With the help of our mature process management systems and analytical approach, we use our collective knowledge to provide valuable insights into improving your company processes.