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 four Regiocenters, and one will open in Hamburg in 2021, along with others.
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.
If a customer’s PC, smartphone, or other device is not working as it should or if the customer has questions about how to use it, our Computerhilfe (computer support) experts can provide help easily and conveniently over the phone and can make an on-site visit in tricky cases. Our “Digital Home Services” will replace Computerhilfe in the course of 2021. Whether the issue is a home network, virus protection, setting up email systems, or tools for distance learning/working from home – our experts have all the technical bases covered.
The idea behind the concierge service, which is a new pilot project, is that one specific member of staff will look after a customer who wants to move to Deutsche Telekom from a competitor, or who wants to install a new Deutsche Telekom telephone or internet connection 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. This offering is currently being trialled with a limited selection of customers and is being gradually extended.
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 13,000 members working on approximately 165 projects.
Hacking attempts on private households have been on the rise for years. Deutsche Telekom offers affected customers quick assistance with its Digital Schutzpaket. To prevent attacks from happening in the first place, Deutsche Telekom experts help protect home networks from hackers.