Conducting a Superior Customer Dialogue
Win the Loyalty of your Customers with a Simple, Fast and Personalized Service
If customers leave silently, it is not only a financial loss, but also a missed opportunity to improve service quality. Do everything you can to remove barriers in customer dialogue and prevent individual concerns from being forgotten. With our solution, you gain a powerful tool to strategically improve customer service and continuously increase customer satisfaction.
Benefit from a smooth workflow
Improve Your Customer Relationship Management Through a Systematic and Efficient Customer Dialogue Within a Central Platform
Turn your critics into fans! By taking individual goals into account, we work with you to develop a tailored solution for your customer service that can be easily integrated into your existing infrastructure and proven processes. We also consider industry-specific characteristics, e.g., public transportation or postal & logistics.
Our approach to meet all customer concerns
Easy Implementation
Customized product development and flexible integration with existing infrastructures
Holistic Workflow
Efficient and transparent request management for all contact channels
Central Platform
Continuous monitoring of all customer interactions in real time to strengthen customer relationships
Brilliant Customer Service from All Angles
Let your customers decide when, how and where they want to get in touch with you. All concerns or complaints are centrally captured in our system.
- Omni-Channel solution supports customer communication via preferred channel, from digital to paper
- Integration with existing feedback systems and/or use of the Spectos Survey Service
- Precise capture of all concerns due to individualizable information retrieval
Find out about the Survey Service
Transparency is Key to Excellent Customer Service
At the heart of the customer dialogue solution is the integrated ticket system. All incoming customer concerns are recorded and processed as tickets in the central platform. Whether it's a letter, a call, an online form, or a WhatsApp message - all inquiries are transparent for all persons involved, regardless of the communication channel through which they are received.
Simple Handling to Win Over Customers
Clearly and well structured, you can find all current concerns or complaints in the overall view. Specific filter and search functions support your cross-channel case management.
- Central display of all customer transactions in one platform with authorizations for each user/role
- Adaptation of issue handling to existing workflows of the organization
- Automated processes for inbound and outbound communication, assignment to responsible parties, alerts
Improved Transparency to Ensure Efficient and Complete Processing of all Requests
Benefit from comprehensible case processing for all parties involved. Every step towards resolution is clearly documented, which allows you to close outstanding issues quickly.
- Numerous useful features for fast case handling
- Transparent documentation of the entire context, inclusive the archiving of external communications or contacts with the customer
Personal and Solution-Oriented: Active Customer Dialogue with Spectos
Engage in dialogue the same way your customers engage with you. With our customer dialogue solution, you respond with the same communication channel with which an inquiry or complaint was received.
- Professional communication due to inquiry response on the same channel as incoming communication
- External communication also possible via central platform
- Provision and independent management of text templates to efficiently communicate on frequent concerns
Confidently Make Strategic Decisions
Benefit from easy-to-understand analyses and meaningful benchmarks on customer experience and complaint management. Through a targeted, data-based approach, you continuously improve your service quality and strengthen the relationship to your customers.
- Diversified analyses and evaluations of quality indicators
- Derivation of targeted measures and monitoring of effectiveness
- Reports at the push of a button for internal quality audits and as proof for certifications
Envision Tomorrow's Customers Today
Customers' needs and requirements are constantly changing. To take advantage of new trends to improve customer service, our flexible customer dialog solution allows you to continuously expand features and functionalities. Add new communication channels and integrate additional dashboards at your own pace. Additional service checks by our panel can reflect the effectiveness of your actions.
Focus on Customer Satisfaction 24/7 with the Spectos Real-Time Performance Management™ Platform
With our central, web-based platform, you not only succeed in conducting superior cross-channel dialog with your customers. In addition, you can see all key figures on customer experience that are important for you at a glance.
- Access for all employees, across departments and organizations
- Definition and management of access rights and hierarchies
- API for connection to established systems
- Easy extension of the system with additional solutions (e.g. complaint management)
Advantages of the Central, Digital Customer Dialogue Solution by Spectos
- Increased efficiency and work optimization
- Savings in working time, personnel resources and costs for customer dialogue
- Standardized and uniform procedure for customer communication
- Strengthening of customer loyalty through fast response and tailor-made offerings
- Transparency within the organization
- Elimination of dependency on knowledge and experience of individual persons
- Uniform presentation of the organization to the public
- Traceability of the complete process and individual sub-steps
- Improvement of the corporate image and customer loyalty
- Transparency for management through company- and department-specific key figures
- Extendibility of the central platform for the integration of further solutions for service quality management (e.g. audit-, complaint management)
SPECTOS SERVICES FOR A CUSTOMER DIALOGUE SOLUTION
Listen to customers, analyze, act: These services make it possible
The following services are essential for developing a customized customer dialog solution for your company:
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Consulting & Workshops
Develop with our project management the requirements for a customer dialogue system tailored to your organization
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Ticket System
Be alerted to incoming requests in real time and benefit from transparent workflows and efficient task management
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Cockpits & Dashboards
Derive targeted actions with powerful analytics and benchmarks and continuously review the effectiveness of taken measures
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With the RTPM Real-Time Performance Management solution by Spectos we are able to streamline, connect and monitor customer satisfaction at our Customer Services Department, ensuring that we always put our passengers first.
– Nguyen Phuong Thao | Service Quality Control Manager | Vietjet Air
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Continuous high customer service quality is our claim. The Real-Time Performance Management platform by Spectos enables us to respond in real-time to our customers‘ assessments and ensure high customer satisfaction levels. The actions we take allow long-term quality assurance.
– Valentina Schut | Service Management Assistant | Audi Zentrum Ingolstadt
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The multi-channel employee satisfaction surveys from Spectos provide at the touch of a button information about the mood on individual wards, so that we can improve the working conditions of our employees and optimize the working climate in a very targeted manner.
– Stefan Wollschläger | Head of Personnel and Organizational Development | AMEOS Group
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The continuous satisfaction of our customers is our core principle at Domino’s Pizza. The enterprise feedback management solution by Spectos allows for customers to easily give their feedback based on their preferred way of communication. Management has transparency on service quality and customer satisfaction at the push of a button from everywhere and at all times.
– Dang Lan Anh | Marketing Executive at Marketing Department | Domino’s Pizza Vietnam