We want to improve our service continuously and on all channels: personal, by telephone, online and via app. In addition to improving existing contact channels, we are also working on innovative new service offers.
In order to improve our "classic" phone service, we have been offering an alternative to the hotline waiting queue since March 2017, at the request of our customers. Callers can request a callback if the wait times are very long.
Many online services can also be used via the MagentaSERVICE app. It combines our entire service offering for mobile communications and landline customers, allowing our customers to do things such as check their data usage or manage their contracts, for example. In 2017 we expanded the app with a range of functions. A line relocation can now be arranged without having to personally contact customer service, for example. What's more, customers who want to make an appointment can use the app to find the nearest Telekom Shop.
Our digital incident assistant – an automated text chat that can engage in text-based dialog with customers – was refined in 2017 to become a digital service assistant. It is now able to automatically answer questions about cables, installation and incidents with regard to telephony, Internet and TV. In addition to providing information about technical topics, the digital service assistant can now also tackle questions about e-mail, WLAN and smartphones. At IFA 2017, we presented, by way of live text chat, the newly added possibility of being forwarded to a customer adviser if the chatbot is unable to definitively resolve the issue.
At the end of 2017 we launched the Arrival Control service, whereby the customer receives a link to a website via text message where he/she can track a technician's process steps until their appointment with said technician. For example, the customer can see whether the technician is still with the prior customer and when he/she is scheduled to arrive.