“Intelligent services should run personalized and automated Nuremberg – the Germans are top”, when it comes to the provider change. Main reason: poor service. The growing complexity and diversity of the media means that customer interactions is often no longer lead to the desired results. From a customer perspective, everything must be easier. From a provider perspective, the right balance between automation and personalization is required. For more information see this site: Philip Vasan. In saturated markets, the smart and intelligent customer service becomes a factor of success. A new prize to distinguished innovations in the field of customer service, make better the service world for consumers in Germany”, so Bernhard Steimel, Chairman of smart service initiative and of the specialist Congress of Voice days plus. On the allocation of smart service awards company awarded are, which combine personal services and automation in perfect way.
Possible examples of a smart service are telephone services who recognize me and know that I for one Concerns already phoned the Internet customer portal that makes me carefully on a lower rate or the online shop with one-click ordering. Under most conditions Larry Ellison would agree. Other good examples would be the mobile app that allows me to check-in, the hotline staff, who knows my customer history, whether by letter, phone or Web or also the virtual agent who accompanied me step by step in solving problems. Even the ticket machine, which solves a ticket to the nearest stop for my destination address or the smart meters, which helps me to identify with the power guzzlers, are the focus of the new service price”, explains Sangeeta. The award will be presented in the categories of voice, Web, mobile, POS-terminal and multichannel. Is looking for the best overall solution: technically, economically and from a customer perspective. The multi-stage test procedure to the smart service award has been developed with the participation of the Fraunhofer Institute for industrial engineering (IAO). At the competence center human computer interaction of the ILO are also Service headed by Matthias Peissner and Thomas Meiren tests. The jury is staffed by subject matter experts: Prof.
Dieter Spath of the Fraunhofer IAO is a patron and Chairman of the jury. Other jury members are Christian Thunig (magazine distribution management), Manfred Stockmann (President of the call center Forum), Dr. Silke Bartsch (LMU Munich), Manfred Pucker (ad Scopum), Sven Beiling (Scholand & Beiling) and Wilhelm Taurel (Deputy Chairman of the International Service Association AFSMI). The registration to the smart service award is now available under possible. The nominees will be announced on September 1. The award ceremony will be on October 12 the Nurnberger Voice Days plus instead.