Customer Experience Services: We take care of end customers during their customer journey

Customers come and go. The Customer Loyalty & Retention Service from Bosch ensures that your customers stay with you. We employ engagement measures such as Loyalty Clubs, Claim Management and satisfaction surveys to keep your customers happy. However, should any of them decide to leave, we convince them to come back to your company through proactive outbound contacts and promotions.

Benefits

• Proven: Many years of experience and success in customer retention measures
• Comprehensive: Flexible and professional approach to different customer groups such as the premium segment
• Global: Consistent customer communication through worldwide quality standards and global teams

Every customer is unique – and a company's customer service needs are just as individual. We handle customer requests over all inbound channels, from basic information to complex booking processes for valuable goods. We optimize services using the latest technologies and Service Design methods.

Benefits

• Fulfilling your brand promise: Deep understanding of brand value leading to professional brand specific representation
• Lower costs: Constant process analyses save time and money
• Transparency: All-in-one solutions facilitate transparency and troubleshooting

• Combining several CX Delivery services and technical capabilities to provide specialized customer support around financial topics incl. account maintenance
• Debt collection and transaction management
• Proactive lead management and up-selling as well as cross-selling support

Good offers, products or services are no longer a guarantee for success. They must be targeted at the right customers. Our sales & marketing experts support you in the areas of proactive customer acquisition, data-led campaign planning, as well as intelligent up-selling and cross-selling. Fast processes give you a major competitive advantage that leads to success.

Benefits

• Proactive: Customer acquisition and outbound sales support tap unused potential
• Targeted: Continuous sales potential through targeted, individual offers
• Fast: Competitive advantage thanks to the fast, prioritized processing of your chosen customer groups

Our Social Media Management service ensures that your brand is perceived positively and transforms your customers into genuine fans. We respond to customer requests, position topics and moderate discussions on the relevant digital channels. We also observe your competitors and identify trends in your sector. Our goal is to achieve a result that everyone will "Like".

Get access to technology solutions to plan, build, maintain, monitor and manage the online reputation of your organization towards all relevant stakeholders. We use the latest methodologies, Social Media Management and Search Engine Optimization tactics and offer skilled personnel to improve the public perception of your brand. We support in regaining customers‘ trust in the case of crisis management with social response tools and provide guided help for effective resolution of more complex issues.

Benefits

• Better customer interaction
• Higher search rankings and increased exposure
• Leaving a good first impression on prospective and existing customers
• Higher level of customer trust
• Increased profitability and sales
• Increased possibility of cold visitors transforming into potential customers

Technical problems cost time and money and can cause considerable stress. Rapid assistance is therefore a critical success factor for the satisfaction of your customers. Depending on the problem, we offer 1st, 2nd and 3rd level telephone or online support for the B2B and B2C segments. With innovative helpdesk solutions and through predictive planning we optimize the troubleshooting process for your company.

Benefits

• Competent: High first contact resolution rates
• Efficient: Cost savings thanks to optimal scheduling of service technicians
• Fast: Improved customer satisfaction thanks to shorter waiting times

Customer Journey Mapping shows the customer’s touchpoints with the company at every step - from initial contact through to sales support and renewal. It analyses the experience that you want to provide to the customer versus the one the customer would like to receive.

• Mapping and understanding of the overall customer experience along various touchpoints between the customer and a brand.
• Early identification of underperforming touchpoints & quick-wins for significant CX improvements.
• Identification of critical gaps between customer expectation and current CX delivery.
• Identification of key experience performance drivers which impact NPS, satisfaction & effort.

Benefits

• Increased customer satisfaction through identification of weak points
• Creation of a blueprint for optimized and relevant service offerings
• Direct evaluation of organizational and process changes

Together with our customers we analyze the current setup, identify potential for improvement and design the ideal service

• Understanding client and customer needs
• Diagnosis: kick off meeting and discovery session with experienced Service Design team
• Defining the ideal combination of technology, people and processes to meet needs
• Developing modular innovation concepts
• Rollout and operating the solution

We provide methodologies, technology solutions and skilled personnel to capture the Voice of the Customer (VoC) across relevant channels (e.g. through surveys, speech recording). We analyze the VoC (e.g. through text and speech analytics) to provide actionable insights tailored to the needs and objectives of the different stakeholders in your organization. We develop effective closed-loop action frameworks to act on what your customers are telling us.

Benefits

• Deep understanding of customers’ true intents, needs and pain points
• Increased awareness of stakeholders regarding customer needs
• Systematic identification of action areas, which will make an impact on customer experience

We provide technology solutions, methodologies and skilled personnel to manage customer and interaction data in a centralized customer relationship management and case handling tool. We streamline handling workflows, enable efficient work steering and establish rich customer profiles. Additionally we provide actionable insights and increase transparency based on KPI dashboards and reporting.

Benefits

• 360° view of the customer for deep understanding of customer needs
• Increased sales and customer loyalty through personalized engagement
• Increased efficiency through effective case management
• Easier GDPR compliance through central data storage and management
• Higher first contact resolution and lower customer effort through ongoing targeted case analysis

We use methodologies, technology solutions and skilled personnel to develop a data strategy around your business and service needs, including the right analytics and technology infrastructure and tools. A data management framework for data collection and understanding, ensuring highest standards of data privacy and security. Use case management built around the needs and objectives of the users. We offer consulting, set-up and conduction of surveys (online, phone) as well as analysis and derivation of recommendations.

Benefits

• Increase of sales due to targeted sales measures
• Cost reduction due to improved workflows and agent performance
• Enhance customer experience

• Providing smart IT solutions based on natural language processing & machine learning
• Applying AI to contact channels in the form of e.g. voice- and chatbots

We provide technology solutions to store and administrate knowledge and eLearning content. As well as methodologies and skilled personnel to manage knowledge for service provision and customer self-service. All to have the right knowledge available at the chosen channel in a suitable format. Knowledge management provides guided help for effective resolution of more complex issues and can be used for eLearning solutions to train your employees.

Benefits

• Knowledge that is available in people’s heads
• Increased first contact resolution
• Reduced agent effort and higher satisfaction as knowledge is easy to find
• Decreased handling volumes through increased self-service rate
• One source for all concerns
• More efficient interaction handling

We provide a unified interaction platform: from email and voice to webchat and co-browsing. We enable personalization: we monitor the digital dialogue with the customers across all touch points. We create a seamless communication landscape for speed and efficiency.

Benefits

• Being present at all touch points across the customer journey
• Offer the choice of channel usage to the customer and deliver a seamless customer experience
• Data analytics can be done based on customer data and history

We provide methodologies, technology solutions and skilled personnel to optimize customer self-service, e.g. through smart search and FAQ solutions based on natural language processing (incl. self-service content management). Voice portals, chat bots and virtual assistants as well as augmented reality applications that connect the digital with the real world.

Benefits

• Reduced contact volumes due to higher self-service rate
• 24/7 services due to automated service solutions
• Easier understanding through augmented reality

We provide technology solutions, methodologies and skilled personnel to combine multiple systems in a unified handling interface. Guide users through handling processes in an ideal workflow and automate case taxonomy, data entry and repetitive rule-based tasks. Our Workflow Management enables preventive quality assurance: quicker action through shorter reporting intervals and higher transparency

Benefits

• Higher efficiency through streamlined workflows and process guidance
• Lower agent effort and higher satisfaction through simplified processes
• Higher agent focus on customers instead of tools leads to improved customer experience
• Higher quality through elimination of data entry errors
• Reduced training efforts through intuitive workflows
• Deeper analytical insights as unstructured data is turned into structured data