Social media-based customer service solutions at CallCenterWorld 2013
Gütersloh. Arvato is once again presenting comprehensive customer service solutions at this year's CallCenterWorld (CCW), held in Berlin from 26 to 28 February. Matching the theme of the trade fair held under the motto "Because customers don’t just call..." Arvato Customer Services is exhibiting its entire service portfolio, while highlighting concepts that link customer care and social media. Another focal point is efficient knowledge management in order to quickly and competently respond to customer inquiries.
For a long time now customers have not only reached for the phone when they have questions or problems. More and more people seeking information are choosing to use the new communication options offered on the Internet. Knowledge platforms and social networks have funda-mentally changed the buying and information-seeking process. These are developments that companies must respond to in their customer service. In view of these changes, Arvato has developed and delivered appropri-ate innovative service concepts. Arvato’s ‘Social Media Community’ and ‘Social Media Monitoring’ solutions allow companies to offer modern customer service that caters to the usage patterns of customers while at the same time helping to identify crises or special incidents at an early stage.
Quality service is characterized by fast, competent solutions for the cus-tomer. Ever faster and shorter innovation cycles mean companies face the steadily growing challenge of ensuring customer service that factors in this constantly accumulating new information and quickly and easily helps end users arrive at the correct solution. The quality of service in the sales or consultation process becomes a key differentiator for a compa-ny. The "fintelligent" product jointly developed with the strategic technology partner Empolis precisely meets these requirements. With the "fintelligent Decision-making Circles" and "fintelligent Search" concepts, service center employees benefit from an efficient, uniform modus operandi that enables them to retrieve information quickly. This lets them give the end customer the right information at the right time and positively influence the customer experience.
Visitors to stand F8/G7 in Hall 4 can find out more about Arvato’s services and discuss new trends and solutions with Arvato experts. "fintelligent" can be found at the joint Arvato-Empolis stand (F10/G9) opposite.
More information about the range of services can also be found at www.arvato-customer-services.de
Arvato is a leading European BPO provider. Over 63,000 employees design and produce customized solutions for business customers from all over the world, covering a wide range of business processes along inte-grated service chains. These include all services related to the creation and distribution of printed products and digital storage media as well as data management, customer care, CRM services, supply chain management, digital distribution and financial services.
As a leading CRM service provider in Germany, the business unit Arvato Customer Services provides individual solutions in all areas of customer communication. Today the service centers of Arvato operate in 30 languages and employ all available communication channels to serve approximately 35 million consumers and business customers.