Customer Service

AI in customer service: a chatbot answers customer queries automatically and improves customer service

AI in customer service: automation, chatbots and the future of support

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AI in customer service – questions many teams are asking: “Will my team be replaced by AI?”“Is AI really worth it?”“Aren’t chatbots just frustrating?”“What about legal compliance?” If you’re asking these questions, you’re not alone. AI is one of the most discussed and misunderstood topics in customer service.While fears around job loss and privacy remain, […]

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eu ai act - new rules for ai in customer service

EU AI Act: New rules for AI in customer service

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EU AI Act: What does the new AI legislation mean for customer service? With the EU AI Act, the European Union has adopted the world’s first comprehensive regulation for artificial intelligence (AI). But what does this mean for companies that use AI in customer service? Do existing systems need to be adapted? What new regulations

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Customer service agents getting lectured about customer service tasks and trends

Customer service: definition, tasks and trends

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Customer service is more than just answering customer queries. Good customer service is a central component of successful customer relationships – from the first question to long-term loyalty. In this article we show what customer service means what tasks it involves which KPIs are important and how companies can make the difference with the right

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Comparison between on-premises and cloud software for companies - which solution drives digitalisation?

On-Premises vs. Cloud: Which solution will move your company forward?

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The choice between on-premises (often referred to as “on-premise”) and cloud software can be groundbreaking for your company in the long term. In this guide, we explain the differences between on-premise and cloud, the respective advantages and disadvantages and reveal why we believe that the future clearly lies in the cloud – but that on-premise

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self service portal

Self-Service Portal | Definition, Benefits & Examples

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Self-service portals: make your customer service fit for the future! Many support teams face rising ticket volumes and limited resources. At the same time, customers increasingly expect to solve issues on their own, anytime and anywhere. A self-service portal addresses these challenges by providing fast, 24/7 access to answers — while reducing the workload for

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Customer service software guide

Customer Service Software: The ultimate guide for 2025

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The future of customer service is here: Why modern service software is essential Customers are the lifeblood of any business – so for most companies, attracting and retaining satisfied customers is a top priority. Customer satisfaction often determines success or failure and influences whether you are recommended to others and win new customers. Whether it’s

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How to use whatsapp for customer service

WhatsApp in customer service – advantages, hurdles and best practices

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WhatsApp has become an integral part of modern communication. With over 2 billion users worldwide, the platform offers enormous opportunities for customer service. Companies can use this channel to strengthen customer loyalty, communicate efficiently and offer modern service. But how can WhatsApp be meaningfully integrated into existing systems and what challenges need to be overcome?

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Illustration of a structured customer database connected to CRM systems for sales and support.

Create a Customer Database: Your CRM Foundation for Sales, Service, and Compliance

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Why a digital customer database is essential today According to a Deloitte study, 92% of executives consider Customer Relationship Management (CRM) a core element of their business strategy. No wonder: A well-maintained customer database forms the foundation for trust-based communication, personalized service, and efficient, automated processes. This isn’t just relevant for large corporations. Small and

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How to work customer-oriented: 10 tips

Customer-Orientation

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According to a study, the majority of companies in Germany are aware of the importance of consistent customer orientation, but many continue to underestimate the importance of digitalization. Modern technology not only helps to increase customer loyalty and boost sales, but also to simplify processes and save costs. We show strategies on how companies can

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The importance of telephony in customer service

The Importance of Telephony in Customer Service in a Digital World

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Do we still need customer service on the phone? Although communication seems to be shifting more and more to digital channels, the importance of customer service on the phone remains surprisingly high. If you are wondering how relevant good old-fashioned telephony still is in the age of WhatsApp, chatbots and other digital interaction options, you

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