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Free whitepaper on the digitalization of customer service in the field of mechanical engineering
Our solution helps you to bundle customer communication and customer enquiries via the various channels in one platform.
The customer enquiries are collected centrally and structured based on predefined rules. After receipt of the request, the customer receives an automatic confirmation of receipt.
The customer enquiry is additionally linked to the corresponding company to ensure seamless communication. Even if the customer changes the channel, the conversation remains associated with the company and the corresponding transaction and is assigned to the previous conversation.
Afterwards the customer enquiry can be assigned to the appropriate employee for further processing. The customer receives a short update that his request is being processed.
Transparency in the course of the customer enquiry allows the assigned employee to quickly familiarise himself with the problem. In case of ambiguities or missing information, the employee can contact the customer directly via the platform.
If the problem cannot be solved remotely, additional people can be added to the conversation.
Usually this is the service technician, who as a specialist is able to solve the problem.
The service technician, in turn, has access to the conversation that has already taken place in order to prepare for the customer and the problem.
Once the measures necessary to solve the problem have been determined, the service technician can plan the further procedure.
On this basis, the platform is used to coordinate with the customer.
Finally, all employees involved can upload the files and information necessary for the documentation of the service.
These documents supplement the history of customer communication and are available for future customer enquiries from the company.
After completion of the documentation, the customer enquiry can be closed, about which the customer is automatically informed.
