{"id":14556,"date":"2024-02-19T16:57:08","date_gmt":"2024-02-19T15:57:08","guid":{"rendered":"https:\/\/dreamy-galois.82-165-253-227.plesk.page\/?p=14556"},"modified":"2025-06-17T11:42:17","modified_gmt":"2025-06-17T09:42:17","slug":"customer-service-automation-is-a-barely-tapped-treasure-in-customer-service","status":"publish","type":"post","link":"https:\/\/fried-partner.de\/en\/customer-service-automation-is-a-barely-tapped-treasure-in-customer-service\/","title":{"rendered":"Customer service automation is a barely tapped treasure in customer service\u00a0"},"content":{"rendered":"\n

In autumn 2023, Dr. Fried & Partner<\/a> conducted a survey on the topic of “Customer Service Automation*” in collaboration with the German Customer Service Association (KVD)<\/a>. The results have now been published.\u00a0<\/p>\n\n\n\n

How does successful customer automation work and what goals does it achieve? Which automation tools bring success, and which contact channels are relevant for the future? The study provided insights into the state of development as well as benchmarks and best practices for implementing customer service automation in customer service departments. <\/p>\n\n\n\n

A look at the survey results reveals: Many customer services are still in the early stages of implementing customer service automation. This is reflected in the still low level of automation in contact processing, the more traditional contact channels which are currently offered and the still very low success rate of customer service automation. <\/p>\n\n\n\n

Initial steps have already been taken by almost all participants, but these mostly only serve as preparatory work or a basis for the actual implementation of automation tools in service. The participants are aware that customer service and contact processing in particular will change in the future. The use of contact channels will move away from traditional channels towards (partially) automated channels. <\/p>\n\n\n\n

It is now time to leverage the potential already developed by using new contact channels and supporting automation tools in order to meet customer requirements and gain a market advantage. The results of the study show that the expected benefits of customer service automation can indeed be realized and can bring decisive success. However, this requires full commitment and dedication to future-oriented, (partially) automated customer service. <\/p>\n\n\n\n

Results of the KVD Customer Service Automation survey<\/strong> <\/h3>\n\n\n\n

You can listen to more detailed information on the results of the study in the KVD Service Podcast<\/a>. Here, Stephan Haller (Managing Partner of Dr. Fried & Partner) discusses recommendations for the approach and implementation of customer service automation. Thomas Sailer (Senior Director Global After Sales and Authorized Representative at Husqvarna Group\/ Gardena Division) is currently in a process towards more customer service automation with his service organization and reports on his practical experience of this transformation. <\/p>\n\n\n\n

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