Empolis Information Management GmbH, Dr. Stefan Wess, CEO discusses how digitization has fundamentally changed customer service and its standards
Digitization has fundamentally changed customer service and its standards: Customers expect first-class service anytime, anywhere. Artificial intelligence technologies offer an entirely new level of service quality and customer approach.
The cloud-based solution Empolis Service Express uniquely combines intelligent search and guided troubleshooting based on artificial intelligence, therefore allowing service staff to deliver excellent customer service. It provides international manufacturers global, scalable access to distributed service information for service personnel, partners, and customers, free of large investments.
Service staff have access to all relevant service information with a single action, distributed across a wide range of tools. They find the right information immediately, even in large documents. All employees share their experiences quickly and easily with their colleagues. Integrated analytics tools instantly make it clear where problems exist, how cus- tomers can be assisted, and taps into the potential for improvement. Thus, information quality is continuously enhanced.
Our design capabilities, change management practice, and technology solutions, ensure we continue our partnership with these organizations to realize their roadmaps, demonstrating meaningful organizational returns and individual end user value at each stage.
The Empolis Service Express mobile app, available in the App Store, has full offline capability, ensuring that all relevant information and the company’s entire service knowledge can be accessed on site, at any time, without an internet connection. All of this, in an instant, free of tedious data input, simply by selecting options or via voice commands, supported by comprehensive ergonomic design and user guidance.
Learn how you can deliver excellent customer service and become true service heroes with artificial intelligence: www.service.express/en/
Empolis Information Management GmbH
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