Customer Service Germany: Increase efficiency with software and services

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Study: Nearly 40% of customers have to wait five minutes or more to be connected to a customer service representative. Learn how workflow optimization, outsourcing, and the right software help companies provide customers with fast, competent support and stay competitive.

In this article
Use of software: Investments in call center tools are increasing
Outsourcing: Almost 40% already outsource their customer service
Optimizing workflows: meeting customer expectations and relieving employees
Software, outsourcing, workflows: A solid strategy for efficient customer service
Customer service employees handle a high volume of customer inquiries and are under enormous job function email database pressure to work as efficiently as possible. Especially in times of inflation and high customer expectations, companies that provide customer service feel the pressure to increase their efficiency and remain competitive.

This study shows how efficiency and competitiveness can be increased through the use of software, outsourcing, and workflows within customer service teams. Among other things, we answer questions such as which software companies use in their customer service, how long German customers have to wait for a customer service representative in international markets, and what companies can do to minimize waiting times.

For this purpose, nearly 200 full-time employees from Germany who work in customer service, use or purchase customer service software, and handle customer service calls internally or externally were surveyed. The study was part of a data collection with a total of 2,307 participants from Germany, the UK, France, Spain, Italy, the USA, Canada, Australia, Japan, Brazil, Mexico, and India.

Highlights of the study:
Almost 40% outsource their customer service
69% of companies with in-house customer service are planning (32%) or considering outsourcing resources (37%)
39% have to wait 5 minutes or more to be connected to a customer service representative
88% of customers wait 1 to 15 minutes for their problem to be solved
 
The insights gained from the study are intended to help companies optimize their customer service and provide exceptional customer experiences with the help of call center technologies .

Use of software: Investments in call center tools are increasing
In the digital age, the use of software in customer service is a given for most companies. So, it's not a question of whether to invest in software, but rather which one.