In case you speak/read German you might be interested in a little guest article that I’ve recently published on http://www.smarter-service.com. It’s about my point of view that the mandate for “customer service” lies with any company function that has a touch point with customers. In particular when you think about digital services.

Essentially this means that customer service excellence starts in product design…

Enjoy the read: https://www.smarter-service.com/2018/02/13/smarter-service-ohne-bots-chat-und-hotline-eine-revolution/

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