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Funke Dig­i­tal

Cus­tomer Care Management

Problem 

Non-​stop enquiries

A world with multi-​touchpoints pro­vides users with count­less of oppor­tu­ni­ties to con­tact sup­port. These con­tacts are usu­al­ly in the form of ques­tions about the com­pa­ny and its prod­ucts, but they also fre­quent­ly take the form of reviews – both neg­a­tive and pos­i­tive ones.
It is a cru­cial part of every salesperson’s job to respond to feed­back of users.

The chal­lenge: being able to respond, effec­tive­ly engage and work with ques­tions and sug­ges­tions by users dur­ing busy work­days, and ulti­mate­ly evolve prod­ucts by doing so.

Extreme­ly impor­tant: engag­ing with the pub­licly vis­i­ble feed­back of users in a pro­fes­sion­al man­ner. This shows read­ers how you respond to feed­back and it has the poten­tial of sway­ing people’s neg­a­tive per­cep­tions to pos­i­tive ones.

Solution 

Exter­nal cus­tomer care management

Our agents com­pe­tent­ly answer any ques­tions and sug­ges­tions from users of var­i­ous Funke apps on a dai­ly basis (e.g. TV DIG­I­TAL, TVdi­rekt, HÖRZU, BILD der FRAU Rezepte, DON­NA, myself):

  • Respond­ing to reviews
  • Answer­ing questions/​feedback from app users regard­ing tech­ni­cal prob­lems, sub­scrip­tions, praise & criticism
  • Chan­nels: by email, in the app stores and on Facebook
  • Trou­bleshoot­ing and direct exchange with the developers
  • Cre­ation of a week­ly report­ing (bro­ken down by plat­form, day, details and pro­cess­ing of con­spic­u­ous top­ic enquiries and complaints)

Result 

Always close to the customer
  • Time­ly response to reac­tions from users
  • Pro­fes­sion­al han­dling of feed­back and questions
  • Seam­less cus­tomer support
  • Few­er error messages
  • Very good reviews — which in part stem from pre­vi­ous­ly neg­a­tive reviews
  • High­er organ­i­cal­ly achieved rank­ings in app stores through bet­ter reviews

Benefits 

Relief of inter­nal resources
  • Sat­is­fied users
  • Greater cus­tomer loyalty
  • Gain of impor­tant insights for prod­uct improvement
  • More down­loads and greater traf­fic on apps and websites
  • Few­er can­cel­la­tions of paid con­tent subscriptions
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Frank Bachér

4millions GmbH

hello@​4millions.​de
040 36881345 – 0
Ham­burg, DE 

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