No emotions create apps and Automation “even if social media customer service is becoming increasingly important, that’s not the end of the phone. Just for more complex requests, customers prefer the personal conversation. As for the transmission of personal information, such as the address or customer number”, writes the Acquisa editorial (acquisa/newsDetails newsID = 1322144917.99). Also the increasing spread of Internet-enabled smartphones not yet replaced the phone channel. Although smartphones offer a variety of options through apps, most of use but the telephony function. Under the slogan “Santa uses a Smartphone,” reported the Acquisa editorial that although the majority of Germans your Christmas gifts to buy online, least but for using mobile Web access of the Smartphones. In this respect, technical possibilities and practical application of divergent today still far. Walter Benedikt of 3C Dialg however sees the growing importance of social media in the customer service: “Facebook and co.

are already no hype more, but an integral part of the daily communications of many people – and rising. … the social-media channels will not abolish such as phone, email or chat add – the existing channels.” Like DAW, the marketing manager at Voxtron Diana: “in Facebook, the companies have, for example, the chance to draw attention with own news and events on itself and to inform existing customers and employees through this medium. The customer will continue over the phone claim. Additional information is available at Southwest Airlines. all other service activities’ The changes significantly before Klaus Graf of Opti-Serv has eyes: “the apps of the future will be quite be able to depict a variety of Kundenrelevanten business processes automated. Already such topics via Web portals are completed, the trend is clearly in this direction. “The rule applies here: simple is automated, more complex in service and sales will be personalized by MA.” Who but today reaches for the phone and customer service of a company or even the attendant calls, often experienced a queue that is never seems to end.