Using the optimum communication channel
Whether social media, live chat or co-browsing, video interaction, or classic channels like the telephone: We use automated analysis to determine the current customer and contact situation in real time, and always direct our communication into the optimum channel. For example a proactive invitation to a text or video chat that leads to increasing revenues. Our integrated and multi-channel range of solutions allows us to offer an optimized customer experience across all communication channels.
In order to reach your customers in the optimum manner, we always direct our customer communication into the appropriate channel.
This makes us a competent partner
Digital Consumer Interaction Platform
Central omni-channel platform for customer communication
In the digital age, many customers want to interact with their service providers online and resolve their queries by themselves. At the same time, personal contact through suitable channels also continues to be a fixed part of the customer approach and has advantages, above all in sales.
To combine customer interactions across all channels, we support you with a central, digital and customer-friendly omni-channel communication platform. This enables administration of customers, data and documents independently of opening times and of connections to customer advisors or external partners.
Personal customer advice via video live stream
When products or services are purchased online, customers and companies have no personal contact. To make the right purchase decision, however, consumers often need individual advice – especially when it comes to products that need some explanation.
So why not enable personal contact to your customers on your website by offering them advice via video chat? Especially when they are on the verge of making a purchase decision, for example, we support you in getting the best possible value from any potential sales.
Quick and easy identification by video – anytime, anywhere
Opening a bank account quickly from your breakfast table without visiting the branch? Previously, anyone who wanted to open a bank account had to visit a bank, in order to identify themselves in person. But, with the innovative VideoIdent process from Arvato, customers can now conveniently prove their identity online – from home or on the move – quite simply by video transmission. With the help of a PC, tablet or smartphone and a webcam, opening an account is possible from any location – be it directly from home, while traveling or from the office.
Going through complex issues together, step by step, on your own screen
Complex products, processes or information on the company website can sometimes be difficult to explain over the telephone or by email – for instance, contract details or technical instructions. With our co-browsing module, your customers can be guided and advised through your online offer - in a targeted manner in real time. Complex products and processes are explained to customers, step by step, effectively and clearly. The guidance duration through traditional channels is reduced and the customers often save themselves an in person visit.
Social Media Engagement
Professional management of your social media accounts
As digitization gains pace, social media are used more and more by consumers as a source of information about products and services. In the customer service department, social media enable active and personal communication with customers, quick reaction times and reduction in queries through traditional, more costly channels. In online social networks, however, customers are not only consumers but also opinion leaders. For this reason, the communication needs to be managed so that any negative experiences and opinions remain contained.
Our CRM-2.0 specialists look after your social media accounts, from their planning and implementation right through to actively answering your posts – to ensure a positive reputation.
Proactive customer communication through online chat
A company website is an important port of call for many consumers to find out about products and services. At the same time, the average time customers spend on websites is reducing steadily – especially if the information required is not found instantly. With a chat solution from Arvato, you can contact your customers directly while they visit your homepage and offer them live support. To do this, you simply invite your customers for a chat through your website or mobile app and immediately deal with any questions they may have. Our criteria for making contact is drawn on from Arvato’s own analytical tools and integrated data from your systems.
Predictive Interaction Routing
We direct your customer communications into the right channel
Which contact channel do I need to best reach my customers? With the constantly growing variety of communication channels, it is a great challenge for companies today to select the right one for their customers. Depending on the situation, we anticipate which channel is most suitable for customer communication and ensure that your customers are always offered the best option for interaction.