Exchanging information, staying up to date, talking to each other - in times of crises, communication is even more important. Your customers are also insecure, have questions or want to adjust current contracts. At the same time, closed shops ensure that classic social contact points and shopping opportunities are eliminated. Consequently, consumers are increasingly using telephone hotlines as a means of obtaining information and ordering.
This results in longer waiting times, which in turn drives customers into communication channels such as social media channels or instant messaging. As a result, the pressure on your service increases from all sides.
Companies cannot simply increase call centre capacities at will. However, a well-thought-out information process for customers helps to channel inquiries and thus relieves your employees. adesso supports you in this process from information design to optimised customer journeys to implementation:
Some of these elements such as websites are often already available. Now it is important to introduce the necessary additions and extensions at high speed to relieve call centers.
Providers like Salesforce, SAP or Microsoft offer out-of-the-box solutions to set up and implement such processes in just a few days.
adesso combines this with its own tools, for example for setting up, training and operating chat bots. Within a few weeks our experts set up a system which noticeably relieves your service - in acute times of crisis and beyond.