When companies think of customer service, they usually think of a call centre that solves problems quickly and efficiently. We suggest thinking of service as a function that is so important to your business that it involves the customer at every stage of their journey, from initial contact to purchase, to after-sales support and, ideally, upselling/cross-selling.

Be it hotlines, chat support, help desks or social networks, customers are getting more and more used to top service on all channels – often even before making a purchase, in the form of good advice. To meet these demands, companies need an end-to-end service platform in the cloud. This is because good service must always be available across channels and at any time.

Customer service is at the heart of your work. But it is not always clear how to properly provide it, or how to make it something special. We help you to purposely create a first-class service experience in your company – because companies with loyal customers increase their turnover two and a half times faster than other companies in their industry. (Source: Harvard Business Review, January 2020)

Depending on the company and industry, CRM platform providers emphasise different aspects when it comes to customer service. Drawing on our expertise in the areas of Microsoft Dynamics 365 Customer Service, SAP Service Cloud and Salesforce Service Cloud, we work with you to select the best CRM platform for your business to provide a seamless customer experience. We link your services with your marketing and sales activities so that you can create a consistent customer experience from start to finish.

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The change in our understanding of products has meant that customer service must also be reassessed and reinterpreted. It is no longer merely a place where customers can complain; customer service is your customer’s friend and acts as the interface between customers and products or brand experience. Artificial intelligence (AI) can serve as a digital butler here and ensure the quality of this brand experience. That being said, branding alone no longer determines a product’s value, as the quality of the customer experience is becoming considerably more relevant.

The transformation of the brand experience and customer service presents both opportunities and challenges for the use of AI:

• The requirements of customers who expect to be able to interact quickly and smoothly with the service.
• The technical implementation, which must be carried out in such a way that all requirements are met and the quality of service – including the product experience – is actually improved.

The use of what is known as ‘weak AI’ already makes it possible for customers to contact a service provider or producer via a messaging app or social media in the form of a chatbot. Expert systems, which work optionally with speech or text recognition, allow artificial intelligence to classify content.

Our experts support you in setting up service structures across channels. Benefit from our technical proficiency as well as from our cross-sector expertise.