Digitization is progressing rapidly and delivering on customer service demands becomes increasingly difficult. At the same time, service management is supposed to be handled in a more and more cost-conscious manner. Under these circumstances, how can you deliver the service excellence that today’s customers expect? It is simple: Leverage tailor-made customer service software to make your service offering fast, easy, and personal. Improve the customer experience, increase customer loyalty, and improve the productivity of your customer service centers in one go.
With a service portal, multichannel services, and knowledge management tools you deliver service at all times and improve resolution times.
Make customer service faster and more efficient with intuitive, workflow-based case management
Consolidate all customer service tasks on one centralized service management platform to offer a consistent service experience.
In the 2020 Research in Action survey on vendors for IT and Enterprise Service Management software, Serviceware was declared the best service provider for the third year in a row and made the first place in customer satisfaction.
We are happy to provide you with the study “Vendor Selection Matrix™ and Enterprise Service Management SaaS and Software – The Top Vendors in the German Upper Midmarket in 2020” for free.
The Serviceware Knowledge Management solution is the centerpiece of customer service at OTTO when it comes to target-oriented knowledge. Our decentralized organization enables us to achieve a uniform level of knowledge among all employees in their daily contact with customers. Through automated notifications in particular our information flows have become more efficient, and our content is always up to date. And best of all: all users have the opportunity to help shape the content, contribute their own suggestions and thus continuously improve the quality of our knowledge for our customers.
Standardized processes for case management are the core of digital Customer Service Management. Serviceware offers a tried and tested ticketing system that enables you to manage every customer query reliably and efficiently following your individual requirements. The Customer Service Management software automatically deploys necessary workflows and forwards tasks to the responsible support center. If multiple inquiries share the same root cause (e.g. in case of an erroneous product batch) you can easily combine and process these tickets in a centralized manner. Thanks to end-to-end process, departments outside of customer service (e.g. accounting) can easily be involved when needed. Structured management of customer queries lead to reliable service process quality and efficient ticket resolution.
If customer service organizations want to support their customers in a fast, efficient, and reliable manner, proper knowledge management is a decisive factor for success. Serviceware offers a knowledge management tool that allows you to consolidate all of your knowledge in one place and enable your service employees to deliver excellent customer service. Use the service portal or other interfaces to give your customers access to curated knowledge for improved self-service capabilites.
Ensure uncomplicated communication in customer support. All requests received by phone, e-mail, chat or via your website - or even in analog form as a letter or fax - are automatically assigned to the right customer by Serviceware. Important data such as contact, product or warranty information is immediately available. If the customer refers to an existing transaction, the service agent can also access it directly. They come across as competent and enter the conversation with confidence. This makes it easy for them to establish a positive relationship with the customer and gain their trust. The service portal gives customers the opportunity to contact the service team or view their inquiries around the clock – a real competitive advantage.
Process customer feedback by deploying in-depth evaluation and surveying tools. Use the evaluation data to guarantee you keep all service promises and contribute to your organizations value generation. Targeted Customer Service Management allows you to collect and organize valuable customer feedback. The centralized customer service platform helps to analyze and evaluate this input, giving you an overview over all customer relations. Key information – e.g. how many customers from a certain region had inquiries on a specific product – can be accessed at the push of a button. Leverage customer feedback to develop and further improve your service offering.
Sometimes, customer service can only work properly with a personal visit on site. Especially in a B2B context for the operation of complex devices and large machinery, technicians and other service providers need to be able to resolve issues in person. With a service app for optimal resource planning you can organize on-site appointments and involve your mobile agents into all digital service processes, thereby giving them access to all necessary information at all times.
With Serviceware, we implemented an organization-wide platform for all customers queries. The system facilitates fast, informative responses, consistent documentation, and efficient routing of tickets for the entire enterprise
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Roles and responsibilities in the ITSM change management process, goals, the 7 Rs, and differences between ITIL v3 and v4 – to keep you on top of things in ITSM.
Together with Serviceware the ALH Group takes another innovative step by integrating a digital self service chatbot into their customer communication/service system to therefore make communication faster and easier.