To improve customer service response times, automating routine tasks like FAQs, ticket routing, and simple inquiries with chatbots and AI can help. Implementing automated ticket prioritization ensures urgent cases get handled first. Integrating CRM systems with automation tools can streamline processes, allowing agents to focus on more complex issues. Regular monitoring and tweaking of automated workflows will also improve efficiency over time, keeping response times fast without sacrificing quality.

One effective way is to implement chatbots for frequently asked questions. They can provide instant responses, allowing our human agents to focus on more complex issues. Additionally, using automated ticketing systems can help categorize and prioritize customer requests, ensuring that urgent matters get addressed promptly. I also recommend setting up automated email acknowledgments so customers know their inquiries are being handled. Creating self-service portals can empower customers to find answers on their own, which often leads to higher satisfaction. Finally, automating follow-ups after interactions can provide valuable feedback for continuous improvement.

>>Automated Replies: Set up instant responses for common queries. Acknowledge the issue while agents focus on complex tasks. >>Chatbots: Use AI-driven bots to handle routine questions, freeing up your team for higher-priority inquiries. >>Self-Service Portals: Let customers resolve simple issues themselves with FAQs, tutorials, or knowledge bases. >>Ticket Prioritization: Automate ticket sorting by urgency to streamline workflows. >>Task Reminders: Use automation to notify agents about follow-ups, ensuring no case falls through the cracks. Efficiency rises, response times shrink.

Langsame Reaktionszeiten können mehrere Gründe haben, die sie prüfen sollten: Die Mitarbeitenden sind sachlich/fachlich überfordert? -> Prüfen Sie Schulungsmöglichkeiten Die Mitarbeitenden haben nicht die richtigen Werkzeuge zur Hand, die sie unterstützen? Prüfen Sie Toolunterstützung wie z.B. "Next best action". Mitarbeitende müssen mehrere Kontaktkanäle gleichzeitig bedienen, da gewinnt meist das Telefon und eben nicht die schriftlichen Kanäle -> konzentrieren Sie Mitarbeitenden auf die einzelnen Kanäle und schaffen "Raum" für Reaktion Kann KI automatisierte Antworten zu typischen Standardanfragen an die Kunden liefern und so vorab schon einige Anfragen "abfedern"?