Self-service for more customer satisfaction
By developing and providing self-service channels, we allow your customers to independently solve their requests in a targeted and efficient manner. With proactive and automated communication, we ensure that your customers always get the right information, at the right time, and through the right channels. The result: informed and satisfied customers as well as a clear reduction in queries to the service center. The basis for this is innovative self-service platforms, intelligent search and assistance systems, and online community solutions that allow customers to share knowledge.
Intelligent self-services lead to informed and satisfied customers who can solve their requests by themselves in a targeted and efficient manner.
This makes us a competent partner
Branded Service Community
Utilizing the exchange of knowledge on the web for customer services
The Internet is no longer a pure information medium; instead, it has become a social platform with new opportunities for interaction. Social media, forums, blogs, and communities make it possible to exchange specific information on a particular issue. Whenever consumers have questions about a product, service, or company, they can get in contact with other people for tips and helpful advice, at any time of the day or night. Companies that integrate these active and influential users as partners unlock a new channel for communicating with their customers and gain a competitive advantage. This exchange has to be managed, however, to ensure that solutions are also available for unresolved questions, and to prevent any negative experience from spreading.
Offer your customers a forum for exchanging knowledge through which they can also resolve any queries they may have about your offers directly from a branded online community in your corporate design – supported and monitored behind the scenes by our expert editorial team.
Personal approach via video
If a picture paints a thousand words, a video is even more valuable in in customer services, which often call for the explanation of complex content. We support your customers with highly personalized videos to explain complex processes and information in a way that is easy to understand, even if they have no previous knowledge. Integrating customer-specific data into the video facilitates better comprehension, a reduction in customer queries, and increased customer satisfaction.
Helping your customers to find the right information online
Millions of customer contacts begin with the search for information on a company's website – and end with the wrong search results, which often leads to the first disappointment. Even though the information exists, it is rarely found straight away. In view of the abundance of information available, a classic key-word-based search is often no longer enough to return relevant answers to specific questions.
arvato’s eSearch semantic online search function determines the actual core of a customer query and immediately helps your customers by returning relevant search results. For example, when booking a flight a customer searches for the term “legroom” and the system returns suggestions such as “Can I reserve seats near the emergency exits?” or “Where can I find seating plans for the Lufthansa fleet?” This reduces the volume of needless queries through the service center.
Helping your customers to help themselves
Today’s customers are mature and independent – they prefer to resolve simple queries such as questions regarding bills, order status, or customer detail changes themselves through self-service portals. However, for many companies, it is a major challenge to make all the relevant information available to their customers instantly and in an uncomplicated way.
With our knowledge management service, we help your customers to resolve even more complex queries themselves with the aid of virtual assistance systems. This way we not only ensure reduced contact volume but also a high level of customer satisfaction.
Proactive communication with customers – when and how they need it
Many customer queries could be avoided if the customers received the right information at the right time – ideally, even before they need it. We anticipate the questions and queries your customer may have on the basis of their lifecycles and communicate proactively with them. We use effective analysis tools to precisely and individually assess your customers' current status and need for information. This results in satisfied and well-informed customers and a reduction of queries to the service center.