We want to make it as easy as possible for our customers to contact us: whether by phone, app, chat, email, or at a Deutsche Telekom Shop.
The MeinMagenta app provides fast help for lots of questions and an overview of usage and costs, bills, contracts, and order status. Customers can use the “Magic Button” to start a (video) chat and receive personal advice.
The „Telekom hilft“ (Deutsche Telekom helps) community is primarily a place where customers help each other. Our customer advisors get involved whenever no solution can be found without their help or when customer data is needed to solve the problem. Tens of thousands of users are reached every day through the community.
The personal callback service can be used within 28 days of the first contact by the customer. After the phone call, customers receive a text telling them the same person they’ve just spoken to will call them back at their request between 8 a.m. and 8 p.m.
If customers call our service team and find that the declared waiting time is too long for them, they can request a callback from Deutsche Telekom in the voice menu. The callback will then be made within the previously announced waiting time.
Regiocenters are responsible for the customers in their region. This is where all types of specialists work together to resolve customers’ issues quickly and on the first contact. There are already nine such Regiocenters, and the goal is to create a total of 14.
Planning for an upcoming engineer visit is easier thanks to “Mein Telekom Techniker”: Customers receive a personalized link they can use to track the arrival time of our engineers in real time. They can also reschedule their engineer appointment themselves with a few clicks and will receive a reminder text before the visit. Since the start of the coronavirus pandemic, customers have also been receiving useful tips on how to best prepare for a COVID-safe engineer visit.
Annoying internet issues that cannot be resolved or time-consuming installations are now a thing of the past. Whether by telephone or at our customers’ homes – our Digital Home Service offers comprehensive and solution-oriented consulting, regardless of whether it is difficulties with your Wi-Fi network, setting up your home office, or assistance with PC security.
With the new Concierge Service, one specific employee will look after a customer who wants to switch to Deutsche Telekom from a competitor or who wants to install a new Deutsche Telekom line when moving into another house or building a new home. When one of these customers calls the hotline, he or she will always reach the same person. These personal consultants are also reachable via SMS.
Since 2018, our Ideenschmiede has been offering interested parties the opportunity to help shape Deutsche Telekom’s products and services. The community now has around 17 000 members working on approximately 230 projects.
Hacking attempts on private households have also been on the rise for years. The Digital protection package provides our customers with reliable, comprehensive protection in the digital world – whether it is data recovery, protection from cyberbullying, data theft, or attacks on the home network.