DEUTSCHE TELEKOM
For example , if a customer is calling up to ask about a bill , a more convenient alternative to a phone conversation may lie in one of many self-service options such as the app or website . Having answered the query on the phone , a customer service agent will then explain the other options for future reference , sending a personal email explaining the digital solutions . “ We are finding that satisfaction rates are higher when we do this ,” says Bauersch . “ We were not sure how customers would react to the selfservice offer because we do not want to make it seem as if the customer is not welcome in our service centre . The usage of self service has increased , so the approach is working .”
Click through rates on links and services sent in these emails is above 30 percent , much higher than
“ This is not just about technology – it is about dialogue and feedback management ”
– Dominik Bauersch , SVP Customer Service / New Products & Services
102 May 2017