A study by WirtschaftsWoche analysed and compared the customer service of 650 companies from different industries. The Corona crisis was a challenge for the customer service of many companies, as they have to ensure good availability and fast support despite working from home.
Covid-19 led to high demand for information and a record number of orders for many companies, which increased the number of questions and calls to customer service tremendously. Here, various communication interfaces such as e-mail, contact forms, telephone hotlines or chat play an essential role for customers. This has urged many companies to restructure and optimise processes in their customer service. WirtschaftsWoche has now tested who scores particularly well in customer service. We are delighted that our customers ADAC, Deutsche Bahn, Geers and Miele have achieved the highest rankings in their respective categories and were awarded ‘Best Customer Service 2021’.
Miele – winner in the household appliances category
In the segment “household appliances”, Miele obtained the first rank in the study. Due to an increase in enquiries during the Corona crisis, Miele has expanded its customer service to meet increased demands. This included raising the number of staff in the customer service department. Miele has also taken the necessary precautions to ensure flawless communication from the home office. Additionally, customer service has been expanded with the chatbot Mila by e-bot7. The chatbot solution enables high-quality communication with customers around the clock. Through various communication channels in customer service, Miele can enhance customer experience and increase customer satisfaction.
ADAC – winner in the insurance sector
In addition to Miele, ADAC also made it to the top spot. The company was awarded the best customer service in the insurance industry. The Corona crisis has led to an increased need for information on insurance and travel regulations. ADAC meets this need by offering customer service around the clock. As an extension of the customer service channels, Chatbot Anna supports the company by answering queries on insurance, travel regulations and current regulations within only a few seconds.
Geers – winner in the hearing aid acoustician category
In the category of hearing aid acousticians, Geers was able to convince with excellent customer service. The hearing aid company offers competent customer advice in more than 740 shops. To advise customers conveniently from home, Geers has implemented a live chat from e-bot7 as a point of contact for customer enquiries next to the telephone hotline and contact forms. With this omnichannel approach, Geers offers the best possible customer experience, on-site and digitally.
Deutsche Bahn – Top 3 in the mobility service provider category
Most recently, Deutsche Bahn also placed in the top three among the mobility service providers. The Corona crisis presented the company with various challenges, such as travel restrictions, rebooking or cancelling tickets, and a high volume of enquiries in customer service. To relieve the traditional customer service channels, Deutsche Bahn has added another channel to its service offering. Chatbot Kai from e-bot7 supports the company by answering various customer queries. Therefore, a high level of accessibility, performance and customer satisfaction can be guaranteed while reducing the average waiting time for customers.
The article by Dennis Schwarz was published in Wirtschaftswoche on May 5th. You can read the entire article here.