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Teufel is Europe's largest direct seller of audio products. The wide range includes home cinema systems, TV sound solutions, multimedia systems, classic hi-fi, headphones, Bluetooth and multiroom speakers with in-house streaming technology. For the 2023 Christmas season, they wanted to expand the self-service offering in customer service to be able to use the existing resources more effectively for truly urgent customer problems.
“With our new self-service portal, we were able to increase customer satisfaction. It is impressive how quickly and efficiently problems can now be solved independently by our customers. ”
Stefan Brunner // Head of CX Projects
Teufel already offers a variety of self-help options, such as a return portal, shipment tracking and various services. However, customers have rarely used it so far.
Instead, they often used direct telephone contact. Even with problems that are easy to solve yourself. As a result, less time was available to deal with complex issues.
In summer 2023, we began a detailed inventory and the development of a solution. The result was a Self-Service-Portal for Teufel customers, which offered them a comprehensive overview of their orders and centralized all self-service functions here.
To optimize the use of the numerous services, we also introduced a self-service assistant. This guides customers through a structured problem analysis and shows them the way to the relevant services.
Customers no longer have to search for the right service offers in the new Self-Service-Portal, but receive them directly in their order overview. Order data can now be pre-filled directly when forwarded to external services.
This saves customers from having to re-enter order data and enables a seamless user experience. In addition, the personalized user interface provides them with 24/7 support and they no longer have to call for personal contact with Teufel customer service for simple problems.
