Digital services have once again become significantly more important as a result of the Corona pandemic. Automation is a great opportunity for companies. Chatbots in particular offer the opportunity to efficiently absorb the increased volume and uncertainties and to reduce support costs at the same time.
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In times when there are fewer contacts in retail or with field sales, the need for service is steadily increasing. At the same time, fewer people are working in customer service or the quality of service is restricted by home office arrangements and short-time working. There is a clear answer to these challenges: 1-to-1 contact with customers must be intensified via digital channels. In addition, chatbots and automation basically help to respond to customer concerns 24/7 and independently of people.
Did you know that the Top 5 Questions in a Call Center are responsible for approx. 30% of the total volume of inquiries?
1) Cost reduction: Lower average working times and automation can significantly reduce support costs.
2) Multichannel: Establish (partially) automated services across the channels used by your customers.
3) Increased customer satisfaction: real-time answers around the clock. Most important customer expectation in service!
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