The Digital Future of Service

Recognising potential and exploiting opportunities.

Media customer service is becoming strategically more and more important for top management. Requirements have risen dramatically in recent years in particular. Thanks to digitalisation, there are new touchpoints for customer service. It is now necessary for companies to recognise these potentials and exploit the opportunities offered by digitisation. There are few pioneers in this field, but they are very successful and increase their sales figures through better customer service. But what opportunities does digitalisation offer the service of the future?

Touchpoints – New Channels for Your Customer Service

In customer service, companies and customers have the same goal: to find the right answer to a problem. Digitalization opens up new possibilities for achieving this goal, such as chat tools, chat robots and online contact centers. These are available to customers around the clock. It is still necessary to provide the customer with personal contacts via familiar communication channels such as e-mail and telephone. This improves customer satisfaction and creates long-term loyalty for both B2C and B2B customers through good service.

No matter in which industry or branch your company is operating, new channels and touchpoints for customers have to be integrated into existing processes. This raises the question of which channels are suitable and necessary. But for every company there are different channels which are suitable for a good customer service.

The following basic conditions must be taken into account in order to design the digital future of customer service for one's own company:

  • The speed with which markets change, increases and is much higher than the adaptation speed of the organization.
  • The communication behaviour of customers is changing. To which target group do my customers belong? Which communication channels do they want to use?
  • The complexity of the IT/TC infrastructure continues to increase.
  • Customer expectations of a simple, consistent shopping and service experience are rising.

In addition to the new possibilities offered by digitalisation, the individual requirements that each company faces in order to successfully integrate the new methods must also be taken into account.

Digital Leadership and Digital Service Culture

Even though both topics no longer represent innovations on the market, digital leadership and digital service culture are increasingly moving into the focus of management. Therefore, the Service Association KVD e. V. invites you to the Service Congress. The two-day event has established itself as one of the most important events for the service sector and attracts over 400 participants every year. The Congress offers time for exchange, Best Practice and Keynotes approximately around the topic "The digital future in the service". 

In addition to the congress, an exhibition area offers the opportunity to get in touch with contacts from the service sector. Meet Docware there. We will be happy to show you within the congress how you can relieve your service hotline, avoid wrong orders and improve your customer satisfaction.

38. KVD Service Congress 2018

When: 8. & 9. November 2018

Where: Hilton Hotel Munich Airport

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