When asked which industry offers the best service for its customers, around 41% of the more than 1,000 German consumers surveyed in a study by Software Advice, a US consulting firm and research platform, named the telecommunications industry as the most satisfied with customer service. 39 percent placed banking in first place. The professional services… read more
When customers are free to choose a communication channel, around 54% of respondents choose the direct call. This is the result of a recent study by Software Advice on customer satisfaction based on a survey of 1,000 consumers. 20 percent chat live with consultants or service agents, but very few prefer to contact companies in… read more
The use of new technologies is increasing rapidly in all areas of the economy, including call centers: Chatbots and artificial intelligence are applications in customer service where a machine takes over human activities. Customers often have contact with an artificial intelligence in telephone support or via chat on the website and only rarely have a… read more
High expectations of customer service In times of online comparison portals and social media, consumers are much better informed about companies and their value propositions, and the demands are correspondingly high. It only takes a few clicks to find out which product is available at which price. The decisive factor in choosing between product A… read more
As a result of the structural change in the German energy industry, new service approaches are in demand. Instead of being supplied by a monopolist, consumers can now choose between hundreds of providers and tariffs. As a result, the already fierce competition in the energy sector is intensifying. Critical issues such as service quality, data… read more
Companies that annoy or even lose their customers at the finish line or the famous "last mile" due to poor quality call center services are saving money in the wrong place. So what is important when choosing a call center service provider? Alongside trends such as omnichannel and social media, it is the quality of… read more
Customers emotionally connected with only 19 percent of companies More than 77 percent of respondents to a market survey conducted by the renowned research company Forrester stated that they would be more likely to work with a company again if they had established a positive emotional connection with customer service or customer care. On average,… read more
90 percent of callers prefer a live customer service representative on the phone Automatic telephone menus are annoying for many customers. Particularly frustrating: having to listen to irrelevant options in order to make the right choice. This is why around three quarters always or frequently end up with customer service. This shows how important it… read more
You know it best: your customers' expectations are generally very high. However, the cases of poor service quality are often even higher. Customer satisfaction is the key to success and excellent customer service often has an immediate measurable impact on business. This is why modern customer care is far superior to conventional customer support. The… read more
There is a shortage of staff in the public sector and social services. Read how customer care service providers can help effectively The public sector is currently facing many challenges. Structures are often outdated and digitalization is not necessarily up to date. In addition, there are problems with recruiting new staff and the lack of… read more
Find out more about our company. Get in touch with us.
Jan Kruse
Management Corporate Communications & Marketing
