EUROPE

B2C and B2B perspective . Now fully functional on mobile , it is a hive of discussion and debate for DT users .

“ Managing this platform is somewhat different to managing a contact centre , as customers are not looking for an answer from a Telekom service agent ,” explains Bauersch . “ A big proportion of these customers want to exchange with other customers , though some use it to share complaints , so we have to be prepared for both uses .”

If a customer has a request which between the customer community and web development teams .

“ Every year we invite the 30 top community engagers , who answer more than 1,000 customer queries or conversations a year , making it quite a time intensive hobby for them . We discuss the Community IT improvements roadmap and ask them what they need to improve the service they deliver to their peers in the community . This is not just about technology definitely requires input from a service rep , then DT will respond within two hours , whereas general questions into the community will be left for 24 hours before an intervention providing another customer has not already answered appropriately .

“ Often we just give a like to a response on a community discussion , to confirm that the answer from the user is good advice ,” adds Weisenburger , who describes the close collaboration

– it is about dialogue

“ You need great teamwork and a common spirit between IT , Website and Customer Care teams .”

Education : bringing digital to the masses For customers who may not be as digitally savvy as those in the nucleus of Telekom-Hilft , service agents are playing an active role in communicating the benefits of going digital .

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