DEUTSCHE TELEKOM
design capabilities and budget into mobile , and now the app and mobile is the most important area we focus on . It has proven to be a very good decision – we are a lot more agile in our development .”
Whether wanting to call , receive a call-back or use webchat , customers can now choose the best option for them via a magic button on the app and in the future on DT websites . By selecting the appropriate service issue , they will be able to see waiting times for available experts and make a choice on which channel is best to proceed with their enquiry . Customer data is then transferred to the agent with the most appropriate expertise to deal with the question at hand .
Even traditional call methods of customer service have been brought into the digital age thanks to SMS and IVR call-backs . “ Our call-back function is grounded in smart data ,” says Weisenburger , “ so if you ’ re using our Magenta App for moving houses then the call back will connect you with someone who specialises in moving houses . We try to deliver a seamless experience , even when you decide to switch between channels .” In addition to traditional call back , Deutsche Telekom has developed and launched a personal call back service which allows you to reconnect with the agent you have recently spoken to . “ That ’ s one of the most annoying things for customers – calling several times and explaining the while story again from the beginning ,” adds Weisenburger , who also points out how this has impacted the role and mindset of the service agent . “ This is a benefit for the customer but also impacts the culture and way our agents work . There is added accountability . If I don ’ t deliver excellent customer service then any complaint will come straight back to me . The customer has my name and number and I am in charge of making sure they are happy .”
Community collaboration Sometimes the best placed person to answer a question is a fellow Deutsche Telekom subscriber . Telekom-Hilft is an award-winning digital feedback platform with more than two million unique visitors a month , a platform to discuss all things telecoms from a
98 May 2017