In the November 2008 issue of Stiftung Warentest (Institute for Consumer Reporting), ten internet providers were put to the test (see German report http://www.test.de). Three of the largest providers utilize the empolis:Service Lifecycle Suite (e:SLS) for their telephone customer service. In the area of “technical support on the telephone”, it was interesting to take a closer look at the evaluations.
empolis customers were rated with an average grade of 2.7 for telephone support. Their competitors were rated at a full grade lower on average (3.6). (Grade scale 1=excellent, 5=failed)
The test proved again that the empolis:Service Lifecycle Suite considerably improves problem resolution in service and is the ideal tool for service staff in problem identification and solving. e:SLS enables companies to find the correct answer to a customer’s query as quickly as possible and forward it consistently to each contact channel. Furthermore, it is the key to significantly cutting problem solving processes in all phases of the service lifecycle and subsequently a large percentage of the overall costs.
empolis customers were rated with an average grade of 2.7 for telephone support. Their competitors were rated at a full grade lower on average (3.6). (Grade scale 1=excellent, 5=failed)
The test proved again that the empolis:Service Lifecycle Suite considerably improves problem resolution in service and is the ideal tool for service staff in problem identification and solving. e:SLS enables companies to find the correct answer to a customer’s query as quickly as possible and forward it consistently to each contact channel. Furthermore, it is the key to significantly cutting problem solving processes in all phases of the service lifecycle and subsequently a large percentage of the overall costs.
