A large number of USU customers from the consumer goods industry have received awards for outstanding customer service. A recent study by Service Value in cooperation with WirtschaftsWoche examined the central consumer service in Germany. For this purpose, a total of 650 companies from 40 industries were evaluated based on over 100,000 customer assessments.
Out of 17 of the industries listed, including electrical retailers, health insurance companies and energy providers, USU customers such as MediaMarktSaturn, badenova, BBBank, Vattenfall and Apollo Optik each achieved top rankings.
"Especially in the current crisis, a unique customer experience offers the chance to surprise and delight customers. We are pleased that many of our customers are demonstrably among these service champions in Germany - and that we were able to play a part in this success," says USU Managing Director Sven Kolb.
Service-oriented customer communication is particularly important at the moment, but also challenging, as many service teams have to operate from their home offices and new tools and processes are needed for this.
USU has been offering service organizations an established portfolio of solutions for digitizing IT & customer service for years. In order to accelerate service processes and relieve the burden on customer service, USU had put together specific service packages that could be implemented at short notice at the start of the pandemic. In addition to a self-service solution, the main technology components are the use of intelligent chatbots. Another key success factor is a professional knowledge database that acts as a "single source of truth" and ensures quality-assured answers across all communication channels, even when working from any location. An alerting system and a self-healing solution are also available for IT teams to minimize IT problems and the time it takes to resolve them.
Servicing Explosive Customer Demand With a Remote Workforce Compels Sharper Knowledge Management Practices