the Service desert Germany. This image summed up decades ago, the state of the German service sector. In the case of telephone Hotlines, everyone thinks of long waits, grumpy staff, a little help. Now the digital change, customer service, powerful turn around. Not necessarily to the benefit of the customers.
more and more companies are using Artificial intelligence to optimize customer service, writes the “Wall Street Journal” in a detailed article. There are many companies trying to find the “Breaking Point”, is meant the limit of the carrying capacity. In clear text this means: The companies want to know how what the customer is best deal but also the point at which they make their threat to terminate, true.
Stiftung Warentest 60 minutes: bad beat the Hotlines of O2 and co. in were test Of Malte mansholt did not call to profile
The satisfaction of the customer is Central. Through the analysis of the data, the companies know, how long should a caller in the cut in the waiting line until he hangs up. The “WSJ” according to some of the customers actually come faster than others. An evaluation of the behavior and the personality of the caller ensures that he gets the right conversation partner is assigned. to connect
“The right Service staff with the right customers, increases the probability of a positive interview outcome. In doing so, we consider the solution of rate and satisfaction,” explains a spokesperson for the American phone provider AT&T in the newspaper. The Telecom industry could benefit from the optimizations as well As in Germany, it is one of the industries with the lowest customer satisfaction with the Service.
decisions in a fraction of a second After failures and Service problems, O2 goes into the attack – and miss feeling understood By Malte Mansholt
“When a call comes in, you can meet today in milliseconds, the right decision, how the caller can best be met,” explains an employee of Affinity, Inc. The company develops Software for Call centers. From the user’s data and previous contacts that you created for the customer with a profile, with which an employee is selected that is suitable for this type of call is best.
Some companies are going even further. A Live analysis of the voice shows how angry the customer is. The Cloud provider Dialpad evaluates, therefore, the customer calls live. The tone of voice and the volume indicate that the conversation is tilting, you can turn on a alerted the Manager. Because in a real-time transcript of the call is created, do not need to repeat the customer – the Manager can read it simply and quickly.
to the limit
customer satisfaction Of due Premium: Aldi talk and co. will send Telekom, Vodafone and O2 on the last places Of Malte Mansholt
Here is the “Breaking Point” comes into play. As long as the analysis says the company in advance that the customer will remain so despite the current problems, they have less incentive to solve them. A termination threat is not as effective as actually filed. No wonder the recovery has often other ways than the ordinary customer hotline.
An important finding of the evaluations relates to the personality of the Service employees, says Matt Dixon, the analyses for the company Tethr with the help of KI customer contacts. Many companies were, therefore, preferably, empathetic employees. In Controller”, which represented a strong opinion would be” much more successful, so Dixon. “People want to talk to someone who is smarter than you and will solve their problems.” So far, the would cases, but only in the exception application process carefully.
mobile-phone contracts New mesh in O2: Who announces, you must pay By Malte Mans perception of the question
get One of the most important factors in the poor perception of customer service is likely to be already the earlier digitization. Very many reasons, a Hotline to call, way, today fall – for example, because the information is available online or without contact with a form can be submitted. A call is not done so just yet, when you come to another place. The positive experience of a quickly resolved problem is less likely.
the perception of social networks and review sites has a clear bias in the direction of negative experiences. “If you hang at an airport gate fixed, annoys you, and tweet about it”, summarizes a McKinnsey Manager. “If all goes well, thanks to someone, and forget it again.”
came To a similar result of a Service-study of the “Chip 2016”. Despite the bad reputation Hotlines of twelve branches cut off in a Test of the Service no worse than “Satisfactory”. The best result, of all things, the mobile industry had.
source: the Wall Street Journal
topics in this article customer service WSJ computers Germany, Service staff a telephone Hotline Artificial intelligence mobile, Deutsche Telekom, AT&T warns New in Digital APT28 Microsoft: Russian Elite hackers to access it via printers and phones to Of painted Mans display star travel worlds Sicily brings in the spring with flight and half Board from € 899,- Amazon Echo Alexa-recordings will be evaluated from time workers in Poland, so you can prevent it By Malte Mansholt Fierce conflict Huawei defies the United States – and begins in Europe, the 5G network expansion DPA technique On the way to the Cyborg: New contact lens can simply update by Wink zoom By Malte Mansholt Hack Immediately! Fatal error allowed iPhone-Acquisition via SMS By Malte Mansholt quarter numbers for Apple and the iPhone: Tim Cook rips and tears the rudder From the painted Mans a Lot of Fans get disappointed Chinese blogger offers your youthful appearance – then the Filter comes out of drug deals, Sex, doctor’s visit, Apple is more intimate Siri-records companies – so you can get the Parking Of painted Mans vibrations instead of Calling To hear the word without words: researchers in a remote control for dogs By Malte Mans develop brings New study To 99.98 percent recognizable: Why our data are not so anonymous From Malte Mans brings 40 new Levels of Mahjong – free to play! Play Streaming The most successful Film of all time and Clown-Horror: coming to Netflix, and Amazon Prime By Malte Mansholt modem division purchased billion Acquisition: Intel to iPhone Apple-securing the future Of Malte Mansholt Between 45 and 130 euros the Best Sound in the sun: This Bluetooth-boxes recommends Stiftung Warentest By Malte Mansholt Hacker Russian secret service cracked-assault on FSB revealed: The KGB wants the successor to the Internet master By Malte Mansholt Tracking on porn sites So you really surf anonymously through the network By Christoph Fröhlich incognito mode is of no use Facebook and Google to track us everywhere: You can’t, for once one is watching porn By Christoph Fröhlich business model under pressure Netflix had increased the prices and them Dark side of Instagram cut By Christoph Fröhlich A murder case in the USA shows the impotence of the social networks By Christoph Fröhlich Twitter-Hit man offers Macbook offer, so rude the seller Alternative By Malte Mansholt him in communication, It doesn’t have to be Whatsapp: five secure Messenger
