Results in detail
All participants showed the strongest performance on their websites - with 86.2% this channel scores best of all 5 contact channels on average.
There is hardly an industry that has been spared the consequences of the Corona crisis. The customer service industry also had to react quickly to handle the increased volume of customer inquiries. The overall performance of all channels clearly illustrates that the e-mail, chat and telephone channels have been most affected by the Corona crisis. The main reason is the lack of availability of support staff behind these channels.
The chat has proven to be the contact medium with the highest potential for optimization across all participants. In the live chat, as well as in the communication with the chatbot, especially the personal elements such as addressing the customer by name and the clear identification of the customer advisors can be further developed.
The evaluation of the results has shown that the Corona virus had and continues to have a strong impact on the customer service of many participating companies. Nevertheless, the award winners were able to show an exceptional performance with an availability in the telephone channel of 97%. This year's award winners are therefore on average almost 20% more accessible than the rest of the competition (here the figure is 78.1%).
Successfully through the crisis
Despite the Corona crisis, the first edition of the German audit with 19 participants got off to one of the best starts in international comparison. The participants also successfully passed the tests: the majority of the companies proved how quickly and efficiently they can react to unforeseen events and continue to provide an excellent service experience to their customers even in difficult times.
Gewählt zum Kundenservice des Jahres
Im Niedergarten 10, 55124 Mainz