Arvato now offers customer service solutions on the social web
Our society’s progressive digitization has also had an impact on customer service. More and more customers are searching online for help or information. The proportion of online customer service inquiries is increasing rapidly. In response to these developments, the communication services provider Arvato has expanded its portfolio to include social media service components.
As well as social media consultation and strategy development, Arvato’s portfolio includes the design and delivery of integrated solutions. This includes social media monitoring, service and brand communities, online reputation management, and cross-channel knowledge management.
The services can be used individually or as complements to the traditional customer service channels. Sarah Latsch, Head of Integrated Solutions at Arvato Customer Services, sees particular potential in the integrated approach: "Customers benefit from cross-process transparency and efficiency without breaks between media formats. This ensures optimal customer service across all channels."
The Arvato services portfolio is modular and can be tailored for individual customers. It is based on an integrated IT solution that links individual modules and (customer) processes, making them steerable as a whole. So Arvato Customer Services helps to efficiently manage complex customer service processes. This is extremely important because outstanding service has become a significant element in differentiating oneself from the competition, which makes it a key success factor in customer loyalty and sustainable business development.
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 integrated 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.