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 are 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
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 are able to 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 like wildfire.
Offer your customers a forum for exchanging knowledge where 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 from 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 contents. 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 achieves 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 on offer, 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. An example from the tourism industry: 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.
Innovative customer communication by using voice assistants
Voice assistants like Amazon Alexa or Google Assistant have now found their place into the living rooms of many customers. But they can be used not only for private activities such as searching the internet or managing music but also as a platform for third parties. This opens up completely new opportunities for customer dialogue. Clarifying questions about products and services, placing an order or access your company’s self-service ecosystem – all this can be done quickly and easily with voice assistants.
Arvato CRM Solutions supports and advises you on the use of voice assistants as a new service channel and makes your use cases available on all voice assistant platforms.
Digital assistants for automated customer dialogue
The triumph of social messengers has radically changed the world of communication. Younger customers in particular use new technology platforms to access products and services. At the same time, the popularity of text-based communication continues to grow in all customer groups, leading to a sharp increase in chat volume at many service centers.
With the help of chatbots from Arvato CRM Solutions, you can automatically answer customer requests – anytime, anywhere – on the basis of artificial intelligence. The broader the range of functions of the chatbot solution, the larger the amount of customer inquiries that can be processed automatically. As a result, you can reduce costs in the long run and fascinate your customers with a time-saving way to handle their requests.
Self Service Portals
A communication platform for all phases of a customer relationship
Consumers today attach increasing importance to gathering information about products and services themselves online and on resolving their concerns independently. But these digital interactions are not limited to the period prior to conclusion of a contract. Also during the contractual relationship, customers contact your company again and again.
With self service portals from Arvato CRM Solutions, you create a common communication portal for all parties involved – from customers to sales representatives and from administrators to external partners. Thereby you increase customer satisfaction and reduce contact volume in the service center.