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Digital als PDF oder als Print für deinen Schreibtisch.","brain",{"id":415,"name":416,"link":417,"description":418,"icon":419,"children":-1},"cmgovjxi5zu0t07tgvdzgbjls","Geförderte Weiterbildungen","https:\u002F\u002Feducation.omr.com\u002Fpages\u002Fgefoerderte-weiterbildungen-arbeitsvermittler","Erfahre mehr zu unserem Angebot an geförderten Weiterbildungen für Arbeitsuchende und Arbeitnehmende","briefcase",{"id":421,"name":422,"link":394,"description":423,"icon":363,"children":-1},"cmgovjxi5zu0s07tgn73z2drs","Unternehmenslösungen","Hier gibt es alle Infos zu unternehmensspezifischen Fortbildungen und Weiterbildungspaketen",{"id":425,"name":85,"link":426,"description":427,"icon":428,"children":-1},"clqdo3rk9ivlu0cuq4md0rhkx","https:\u002F\u002Feducation.omr.com\u002Fpages\u002Fpodcast\u002F"," Dein Kanal für Praxiswissen aus der Welt des Online Marketings. Jede Woche eine neue Folge.","mic",{"id":430,"name":431,"link":432,"description":433,"icon":350,"children":-1},"cmgq8ownnpwx80jt63ht0ruxg","Artikel","https:\u002F\u002Fomr.com\u002Fde\u002Feducation\u002Farticles","Lies spannende und lehrreiche Artikel unserer Fachredakteur*innen zu Online Marketing und Digital-Business",{"id":435,"slug":436,"name":437,"link":438,"description":439,"promo":102,"children":440},"clpi6xmt13jbu0aujf8rysxgz","podcast","Podcasts","https:\u002F\u002Fomr.com\u002Fde\u002Fpodcast-overview\u002F","Podcast Portfolio ",[441,447,452,457],{"id":442,"name":443,"link":444,"description":445,"icon":446,"children":-1},"clpi82dp151i50buu8qkn6nuj","OMR Podcast","https:\u002F\u002Fomr.com\u002Fde\u002Fpodcast\u002F","Der OMR Podcast mit Philipp Westermeyer über Einblicke und Erfolgsgeheimnisse aus Wirtschaft, Tech und alles rund um Digitalisierung.","headphones",{"id":448,"name":449,"link":450,"description":451,"icon":428,"children":-1},"clpi83dyd5enl0aujpk2hoboj","Podstars by OMR","https:\u002F\u002Fwww.podstars.de\u002Fportfolio","Unser Podcast Portfolio im Überblick",{"id":453,"name":454,"link":455,"description":456,"icon":128,"children":-1},"cmlqpsgxe0oxx07uiufduyxa7","Podcast Vermarktung","https:\u002F\u002Fwww.podstars.de\u002Fwerbung","Erreiche deine Zielgruppe mit Podcastwerbung",{"id":458,"name":459,"link":460,"description":461,"icon":462,"children":-1},"cmlqpsgxe0oxw07uikxdk6k6m","Podcast Produktion","https:\u002F\u002Fwww.podstars.de\u002Fproduktion","Produziere deinen Podcast mit Podstars","mic_vocal",{"id":464,"slug":465,"name":466,"link":467,"description":468,"promo":469,"children":480},"clpi6yequ32t40bugvkn6ko21","jobshr","Jobs & HR","https:\u002F\u002Fomr.com\u002Fde\u002Fjobs-hr","News & Insights aus der Welt der Arbeit",{"__typename":110,"id":470,"image":471,"title":474,"subtitle":475,"cta":476},"cmix6l950myyw07tacxq90vty",{"__typename":42,"title":102,"description":102,"mimeType":275,"originalUrl":472,"url":473},"https:\u002F\u002Feu-central-1.graphassets.com\u002FAsRf3v2DvRQu1XduiUV52z\u002Fcmix6cwoimb9h07uqaitmht52","https:\u002F\u002Feu-central-1.graphassets.com\u002FAsRf3v2DvRQu1XduiUV52z\u002Fquality=value:50\u002Fcmix6cwoimb9h07uqaitmht52","Kennst du schon den OMR Jobs & HR Newsletter?","News, Studien, Termine: Wir schreiben auf, was HR und Beschäftigte wissen müssen. Samt Podcast-Sneak-Peek und seriösem Humor. Jede Woche Mittwoch in deinem Postfach.",{"__typename":119,"label":477,"url":478,"target":102,"external":479,"type":102,"color":102,"size":102,"trackingId":102,"lucideIcon":102},"Kostenlos anmelden","https:\u002F\u002Fhi.omr.com\u002Fomrjobs-hr-newsletter?utm_source=website&utm_medium=omr&utm_campaign=newsletter&utm_term=navigation",true,[481,513],{"id":482,"name":483,"link":467,"description":484,"icon":485,"children":486},"clpi6zeyd34sa0bughepauo1x","Für HR-Manager*innen","Dein Hub für Recruiting, Employer Branding & HR-Expertise.","sparkles",[487,491,495,499,503,507,511],{"id":488,"name":489,"link":490},"cmk2dykasxmqj07taen281070","Job inserieren","https:\u002F\u002Fomr.com\u002Fde\u002Fjobs-hr\u002Fjobs\u002Fnew",{"id":492,"name":493,"link":494},"cmk2dykasxmqh07tazatfxr2y","OMHR 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Jobsuchende","https:\u002F\u002Fomr.com\u002Fde\u002Fjobs-hr\u002Fjobs","Suchst du nach dem nächsten Schritt für deinen Karriereweg?","search",[520,523,527,531],{"id":521,"name":522,"link":516},"cmk2dykasxmqn07tafioik4it","Jobbörse des Digital-Business",{"id":524,"name":525,"link":526},"cmk2dykasxmqm07tazbox3zl8","Jobmatching","https:\u002F\u002Fomr.com\u002Fde\u002Fjobs-hr\u002Fmatch",{"id":528,"name":529,"link":530},"cmk2dykasxmql07tadop53i6o","Karriere@OMR","https:\u002F\u002Fomr.com\u002Fde\u002Fcareer",{"id":532,"name":533,"link":534},"cmk2dykasxmqk07ta9p6c3olz","OMR Festival Crew supporten","https:\u002F\u002Fwww.omr-crewportal.com\u002Fjobboard",{"id":536,"slug":537,"name":537,"link":538,"description":539,"promo":540,"children":550},"clpi84hak50gz0buquilpk1qs","5050","https:\u002F\u002F5050.omr.com","Für mehr Gleichberechtigung in der Arbeitswelt",{"__typename":110,"id":541,"image":542,"title":545,"subtitle":546,"cta":547},"cmienltjc3ykn07umttacm0bs",{"__typename":42,"title":102,"description":102,"mimeType":275,"originalUrl":543,"url":544},"https:\u002F\u002Feu-central-1.graphassets.com\u002FAsRf3v2DvRQu1XduiUV52z\u002Fcmlj75by11ybt06ungk2z4tk9","https:\u002F\u002Feu-central-1.graphassets.com\u002FAsRf3v2DvRQu1XduiUV52z\u002Fquality=value:50\u002Fcmlj75by11ybt06ungk2z4tk9","5050 Newsletter","Der Gründer*innen Pitch für Early Stage-Startups mit paritätisch oder mehrheitlich weiblich besetzten Gründungsteams.",{"__typename":119,"label":548,"url":549,"target":102,"external":102,"type":102,"color":102,"size":102,"trackingId":102,"lucideIcon":102},"Anmelden","https:\u002F\u002F5050.omr.com\u002Fnewsletter",[551,556,560],{"id":552,"name":553,"link":554,"description":555,"icon":485,"children":-1},"cmiegmt14qboj07ui8asetaqf","Events","https:\u002F\u002F5050.omr.com\u002Fevents","Inspiration, Know-How und neue Begegnungen",{"id":557,"name":558,"link":559,"description":546,"icon":407,"children":-1},"clqdq3dxoo3vg0cuqft1tu49z","Pitch","https:\u002F\u002F5050.omr.com\u002Fgruenderinnen-pitch-2025",{"id":561,"name":562,"link":563,"description":564,"icon":413,"children":-1},"clqdq3dxoo3vf0cuq74c9qqyj","Studien","https:\u002F\u002F5050.omr.com\u002Fstudien-5050-by-omr","Mit unseren Partnern gehen wir in Studien regelmäßig dem Status Quo, Chancen und Herausforderungen rund um das Thema Vereinbarkeit auf den Grund",{"id":566,"slug":567,"name":568,"link":569,"description":570,"promo":102,"children":571},"cm3jytju71bp807uuevr221ig","frames","Frames","https:\u002F\u002Fomr.com\u002Fde\u002Fframes","Dokumentar-Filme by OMR",[572],{"id":573,"name":574,"link":575,"description":576,"icon":378,"children":-1},"cmeil6p43dk2e07tc2np7fl3z","ALWAYSHAMBURG","https:\u002F\u002Fomr.com\u002Fde\u002Fframes\u002Falwayshamburg","die Geschichte des einstigen Bundesliga-Dinos Hamburger SV auf dem langersehnten Weg zurück.",{"id":578,"slug":579,"name":580,"link":581,"description":582,"promo":102,"children":583},"cm9lf3tmo3o1e07tbc637667m","finance-forward","Finance Forward","https:\u002F\u002Ffinancefwd.com\u002Fde\u002F","News, Analysen und Interviews aus der Finanzwelt",[584,589,594,598,602,607],{"id":585,"name":586,"link":581,"description":587,"icon":588,"children":-1},"cmirjrv0z748r07tavhghipb0","Home","Finance Forward ist das digitale Finanzportal von manager magazin und OMR","house",{"id":590,"name":10,"link":591,"description":592,"icon":593,"children":-1},"cmirjrv0z748q07tax00wlki5","https:\u002F\u002Ffinancefwd.com\u002Fde\u002Fabout\u002F","Wer wir sind","users",{"id":595,"name":85,"link":596,"description":597,"icon":428,"children":-1},"cmirjrv0z748p07tay48u8u5t","https:\u002F\u002Ffinancefwd.com\u002Fde\u002Fpodcast\u002F","In unserem Podcast sprechen wir mit den wichtigsten Köpfen der Szene",{"id":599,"name":22,"link":600,"description":601,"icon":350,"children":-1},"cmirjrv0z748o07taazu327t2","https:\u002F\u002Ffinancefwd.com\u002Fde\u002Fnewsletter\u002F","Wöchentliche Fintech-News in dein Postfach",{"id":603,"name":19,"link":604,"description":605,"icon":606,"children":-1},"cmirjrv0z748n07tat3p8h7fv","https:\u002F\u002Ffinancefwd.com\u002Fde\u002Fkontakt\u002F","Anfragen zu Kooperationen, Sponsoring und Events","message_square",{"id":608,"name":609,"link":610,"description":611,"icon":407,"children":-1},"cmirjrv0y748m07tageylmbnr","FFWD26","https:\u002F\u002Ffinancefwd.com\u002Fde\u002Ffinance-forward-ffwd26\u002F","FFWD auf den OMR26 Bühnen",[],{"glossary":614,"previousGlossary":1694,"nextGlossary":1698},{"__typename":615,"id":616,"name":617,"description":618,"seoAttributes":1687,"slug":1693,"topicPageRedirect":102},"Glossary","clje0x8vf24lb0auir6colk0i","Kundenservice",{"__typename":619,"json":620,"references":1686},"GlossaryDescriptionRichText",{"children":621},[622,635,639,642,710,715,719,723,727,731,735,739,743,746,750,754,758,762,766,813,817,821,824,828,832,921,925,928,938,941,945,949,953,957,1040,1046,1049,1060,1063,1067,1079,1083,1086,1090,1094,1098,1102,1106,1110,1114,1118,1135,1139,1161,1165,1174,1388,1391,1395,1405,1408,1412,1442,1554,1557,1567,1571,1575,1579,1583,1587,1591,1594,1598,1602,1606,1610,1613,1616,1620,1624,1627,1631,1635,1639,1643,1647,1651,1655,1659,1668,1672,1676,1679,1682],{"type":623,"children":624},"paragraph",[625,627,633],{"text":626},"Das Geschäft mit dem Customer Service boomt. 95 % der Companies haben einen Kundenservice – ob B2C, B2B oder ",{"href":628,"type":629,"children":630,"openInNewTab":283},"https:\u002F\u002Fomr.com\u002Fde\u002Fdaily\u002Fglossary\u002Fd2c-direct-to-consumer","link",[631],{"text":632},"D2C",{"text":634},". Dabei werden zwar unterschiedliche Kanäle und Methoden genutzt, ein Kontaktformular auf der Website ist meist aber vorhanden. Die Frage ist jedoch: Wie gestaltet sich guter Kundenservice und warum reicht ein Kontaktformular definitiv nicht aus?",{"type":623,"children":636},[637],{"text":638}," ",{"type":623,"children":640},[641],{"text":638},{"type":623,"children":643},[644,646,648,653,655,660,661,666,667,672,673,678,679,684,685,690,691,696,697,702,703,708],{"bold":479,"text":645},"Direkt zum Absatz springen:",{"text":647}," ",{"href":649,"type":629,"children":650,"openInNewTab":283},"#definition",[651],{"text":652},"Definition",{"text":654},", ",{"href":656,"type":629,"children":657,"openInNewTab":283},"#unterschied",[658],{"text":659},"Kundenservice vs. Kundensupport",{"text":654},{"href":662,"type":629,"children":663,"openInNewTab":283},"#faktoren",[664],{"text":665},"guter Kundenserice",{"text":654},{"href":668,"type":629,"children":669,"openInNewTab":283},"#kanäle",[670],{"text":671},"Kanäle für Kundenservice",{"text":654},{"href":674,"type":629,"children":675,"openInNewTab":283},"#kompetenzen",[676],{"text":677},"Kompetenzen",{"text":654},{"href":680,"type":629,"children":681,"openInNewTab":283},"#arten",[682],{"text":683},"Kundenservice-Arten",{"text":654},{"href":686,"type":629,"children":687,"openInNewTab":283},"#software",[688],{"text":689},"Software für Kundenservice",{"text":654},{"href":692,"type":629,"children":693,"openInNewTab":283},"#kosten",[694],{"text":695},"Kosten Kundenservice-Software",{"text":654},{"href":698,"type":629,"children":699,"openInNewTab":283},"#vorteil",[700],{"text":701},"Vorteile von Tools",{"text":654},{"href":704,"type":629,"children":705,"openInNewTab":283},"#faq",[706],{"text":707},"FAQ",{"text":709},"",{"type":711,"children":712},"heading-two",[713],{"text":714},"Wie definiert sich Kundenservice?",{"type":623,"children":716},[717],{"text":718},"Kundeservice – auch in Neudeutsch gerne Customer Service genannt – ist der Part eines Unternehmens, der sich um die Zufriedenheit der Kund*innen und deren Probleme mit Produkt oder Dienstleistung von A-Z kümmert. Ebenso beschäftigt sich der Kundenservice um die Beratung zu Produkt und Dienstleistung, also um den Weg von Interessent*in zu Kund*in.  Demnach hängt vom Customer Service sowohl Umsatz als auch Image ab. Die Ansicht, dem eigenen Kundenservice intern wenig Beachtung zu schenken, ihn lediglich als Pflicht zu sehen, ist nicht zu empfehlen.",{"type":623,"children":720},[721],{"text":722},"Soweit zur Definition von Kundenservice und was dahintersteckt. Viel wichtiger ist es nun zu klären, was guten Customer Service ausmacht und wie Ihr in aufbaut.",{"type":711,"children":724},[725],{"text":726},"Was ist der Unterschied zwischen Kundenservice und Kundensupport?",{"type":623,"children":728},[729],{"text":730},"Um die Customer-Service-Definition vorher noch zu erweitern und Begrifflichkeiten zu klären: Ist Kundenservice und Kundensupport eigentlich das gleiche? Wie bereits angemerkt, dreht sich beim Kundenservice alles um die Zufriedenheit entstehender oder bestehender Kund*innen. Der Kundensupport kümmert sich dagegen um technische oder fachliche Anliegen von Bestandskund*innen.",{"type":623,"children":732},[733],{"text":734},"Kauft sich Oma Erna, 70, online einen Laptop, benötigt allerdings Unterstützung beim Einrichten, hilft der Support des Laptop-Herstellers gerne weiter. Ebenso kümmert sich der Kundensupport eines Hosting-Anbieters im B2B-Bereich um technische Probleme auf Server-Ebene.",{"type":623,"children":736},[737],{"text":738},"Euer Ziel sollte es sein, Euren Kundenservice immer weiter zu schulen, damit selbst fachliche Fragen in erster Instanz gelöst werden können. Wird es kniffliger und vor allem zeitintensiver, geht es zum Kundensupport. Für Kund*innen hat es den Vorteil, dass sie schnell Hilfe bekommen und nicht mehrere Warteschleifen und Gesprächspartner*innen bei Euch durchlaufen müssen. Somit sollten Kundenservice und Kundensupport zusammen betrachtet werden – lediglich die Aufgabenfelder unterscheiden sich.",{"type":623,"children":740},[741],{"text":742},"Kleiner Besserwisser-Fact: Kundendienst wird synonym sowohl für Kundenservice als auch Kundensupport verwendet.",{"type":623,"children":744},[745],{"text":638},{"type":711,"children":747},[748],{"text":749},"Worauf kommt es bei gutem Kundenservice an?",{"type":623,"children":751},[752],{"text":753},"Wir alle haben schon Kontakt mit einem Kundenservice gehabt. Dabei erwartet jeder unterschiedliche Reaktionen seitens des Kundenservice, um diesen im Nachhinein als gut und zufriedenstellend zu bezeichnen. In erster Linie zeichnet sich Qualität wohl durch Freundlichkeit, Lösungsorientierung und wenige bis gar keine Wartezeiten aus.",{"type":623,"children":755},[756],{"text":757},"Heute macht sich ein guter Kundenservice durch weitere Punkte bemerkbar. Vor allem mit Blick auf die zahlreichen Kanäle, die mittlerweile genutzt werden können. Zudem kommt hinzu, dass Verbraucher*innen statistisch gesehen immer weniger Zeit und Geduld haben. Weshalb eine Warteschleife von 10 Minuten eine Zumutung ist und bereits Unzufriedenheit bei Kund*innen respektive bei Interessent*innen entstehen lässt, noch bevor der Kundenservice beginnt.",{"type":623,"children":759},[760],{"text":761},"Genau so wenig kommt es gut an, wenn weitere Produkte und Dienstleistungen versucht werden zu verkaufen, nachdem oder während sich um den eigentlich Grund des Kunden-Anrufs gekümmert wird. Der Kundenservice sollte nicht als Vertriebskanal genutzt werden. Werden Customer-Service-Agents zudem mit Verkaufszielen unter Druck gesetzt, hat das negative Auswirkungen auf die Qualität des Kundenservice.",{"type":623,"children":763},[764],{"text":765},"Im Kern kommt es also auf folgende Customer-Service-Skills an:",{"type":767,"children":768},"bulleted-list",[769,777,783,789,795,801,807],{"type":770,"children":771},"list-item",[772],{"type":773,"children":774},"list-item-child",[775],{"text":776},"Freundlichkeit",{"type":770,"children":778},[779],{"type":773,"children":780},[781],{"text":782},"Schnelle Bearbeitung",{"type":770,"children":784},[785],{"type":773,"children":786},[787],{"text":788},"Kurze (am besten keine) Wartezeiten",{"type":770,"children":790},[791],{"type":773,"children":792},[793],{"text":794},"Antizipierender Support",{"type":770,"children":796},[797],{"type":773,"children":798},[799],{"text":800},"Genug Zeit für jeden Call einräumen, die es braucht, damit der oder die Kund*in zufrieden auflegt",{"type":770,"children":802},[803],{"type":773,"children":804},[805],{"text":806},"Authentisches Interesse zeigen, dass Kund*innen dem Unternehmen am Herzen liegen",{"type":770,"children":808},[809],{"type":773,"children":810},[811],{"text":812},"Kundenservice stetig anhand des Feedbacks analysieren und verbessern",{"type":623,"children":814},[815],{"text":816},"So romantisch die Skills auch klingen mögen, kommt es doch genau auf sie an. Für Loyalität der Kund*innen, gutes Image und mehr indirektem Umsatz. Empfehlungen aufgrund von herausragendem Kundenservice sind das Nonplusultra, was dieser für das Unternehmen tun kann.",{"type":623,"children":818},[819],{"text":820},"Das „Wie“ ist somit geklärt, aber auf welchen Kanälen kann Kundenservice stattfinden?",{"type":623,"children":822},[823],{"text":638},{"type":711,"children":825},[826],{"text":827},"Welche Kanäle können Unternehmen für ihren Kundenservice nutzen?",{"type":623,"children":829},[830],{"text":831},"Früher zählte ohne Frage die Telefonleitung zu den wichtigsten (und noch früher zu den einzigen) Kanälen. Mit Internet und Digitalisierung kamen noch viele weitere dazu. Heute ist bereits Customer Service im Metaverse im Gespräch. Doch bevor dies in die Realisierung geht, stehen vorerst folgende Kundenservice-Kanäle im Fokus:",{"type":767,"children":833},[834,842,850,866,874,889,897,905,913],{"type":770,"children":835},[836],{"type":773,"children":837},[838,840],{"bold":479,"text":839},"Telefon",{"text":841},"\n\nAuch heute noch rufen Verbraucher*innen gerne bei Unternehmen an. Theoretisch ist das ein schneller Weg, doch leider hängt man zu oft in der Warteschleife. Es ist also ein Kunststück, den Kundenkontakt via Voice-over-IP (VoIP) zu managen.",{"type":770,"children":843},[844],{"type":773,"children":845},[846,848],{"bold":479,"text":847},"Mail",{"text":849},"\n\nCustomer Service via E-Mail ist ebenso ein Klassiker wie das Telefonieren. Meist ist er für das Unternehmen jedoch zeitaufwendig und für die Kund*innen langwierig. Dennoch sollte es nicht fehlen, da es noch immer eines der meistgenutzten digitalen Kommunikationsmittel ist.",{"type":770,"children":851},[852],{"type":773,"children":853},[854,856,858,864],{"bold":479,"text":855},"Soziale Netzwerke",{"text":857},"\n\nMillionen User*innen tummeln sich täglich auf Instagram, TikTok, LinkedIn, Facebook und Co. Sie wollen dort Kundenservice erhalten, wo sie ohnehin unterwegs sind. Soziale Netzwerke sollten neben Marketing- und Vertriebskanäle auch aus Sicht des Customer Service betrachtet werden. ",{"rel":859,"href":860,"type":629,"children":861,"openInNewTab":479},"noopener","https:\u002F\u002Fomr.com\u002Fde\u002Freviews\u002Fcontenthub\u002Fdigitaler-kundenservice",[862],{"text":863},"Digitaler Kundenservice",{"text":865}," ist längst angekommen!",{"type":770,"children":867},[868],{"type":773,"children":869},[870,872],{"bold":479,"text":871},"Messenger",{"text":873},"\n\nZunehmend ist es Verbraucher*innen wichtig, dass Ihre Brands auch per WhatsApp, Facebook Messenger oder anderer Nachrichten-Tools erreichbar sind. Vor allem WhatsApp steigt stark an Beliebtheit, weswegen Ihr hier aktiv werden solltet.",{"type":770,"children":875},[876],{"type":773,"children":877},[878,880,882,887],{"bold":479,"text":879},"Chat",{"text":881},"\n\nÄhnlich wie der Messenger-Service ist der Chat eine schnelle Anlaufstelle für Kund*innen. Entweder bedient Ihr ihn durch einen Bot oder durch Customer-Service-Agents. Ein Chat kann in Apps, Onlineshops oder Websites integriert werden. Passende ",{"rel":859,"href":883,"type":629,"children":884,"openInNewTab":479},"https:\u002F\u002Fomr.com\u002Fde\u002Freviews\u002Fcategory\u002Fhelpdesk",[885],{"text":886},"Helpdesk-Softwares",{"text":888}," helfen hier weiter. Eine Erweiterung können Video-Chats sein, die aktuell besonders in Beta-Versionen vorkommen. In Anbetracht der zunehmenden Nachfrage nach Bewegtbild, wird der Video-Chat voraussichtlich bald ein wichtiges Element im Kundenservice sein.",{"type":770,"children":890},[891],{"type":773,"children":892},[893,895],{"bold":479,"text":894},"SMS",{"text":896},"\n\nEtwas oldschool, aber durchaus praktisch. Allerdings vor allem für aktiven Kundenservice. Beispielsweise um Bestellungen zu bestätigen, Links zu Formularen zu verschicken oder Feedback einzuholen.",{"type":770,"children":898},[899],{"type":773,"children":900},[901,903],{"bold":479,"text":902},"Community-Plattformen",{"text":904},"\n\nCommunity-Marketing ist bereits in aller Munde und wird besonders bei bestimmten Zielgruppen wie Gaming, Esports oder Gen Z genutzt. Allen voran: Discord. Die Plattform ermöglicht es Fans Eurer Marke an einem Ort zu sammeln und gleichzeitig Kundenservice anzubieten.",{"type":770,"children":906},[907],{"type":773,"children":908},[909,911],{"bold":479,"text":910},"Foren",{"text":912},"\n\nÄhnlich wie Discord & Co. funktionieren auch Foren. Allerdings werden diese größtenteils von den User*innen selbst gesteuert. Eigens erstellte Foren könnt Ihr nutzen, um Fans zu Botschafter*innen zu machen. Sie können als Kundenservice fungieren, in dem Sie anderen User*innen Ihre Probleme lösen, die Eure Produkte und Dienstleistungen betreffen – allerdings ohne Gewähr!",{"type":770,"children":914},[915],{"type":773,"children":916},[917,919],{"bold":479,"text":918},"Helpsites",{"text":920},"\n\nSeiten auf Eurer Website, die häufig gestellte Fragen behandeln, können zahlreiche Kontakte auf den anderen Kanälen verhindern. Hilfreich sind solche Self-Service-Portale erfahrungsgemäß erst, wenn ein wirklich umfangreiches Archiv an Lösungen für typische Probleme vorhanden ist. Die obligatorischen 10 FAQs sind kein Self-Service-Portal.",{"type":623,"children":922},[923],{"text":924},"Bei der Frage, welche Kanäle Unternehmen für ihren Kundenservice nutzen können, geht es nicht darum einzelne herauszupicken, sondern im besten Fall alle Wege anzubieten. Ganz im Sinne des Omnichannel-Ansatzes sollte auch der Kundenservice überall dort sein, wo sich die Kund*innen aufhalten. Und umso jünger die Kund*innen, desto zahlreicher die Orte. Es zählt also, dass ein Markenauftritt überall gleichwertig bedient wird – inklusive Customer Service.",{"type":623,"children":926},[927],{"text":638},{"type":929,"nodeId":930,"children":931,"metadata":934,"nodeType":937},"embed","3d285f921273a434713d905421bd66c8c841aa91",[932],{"text":933},"\u003Cdiv class=\"social-embed\" data-usercentrics-service-id=\"BJz7qNsdj-7\" data-json-embed=\"{"type":"youtube","embedurl":"https:\\\u002F\\\u002Fwww.youtube.com\\\u002Fembed\\\u002Fhttps:\\\u002F\\\u002Fwww.youtube.com\\\u002Fwatch?v=N9fSQnm7dIk&ab_channel=WordBridgeAcademy"}\">\u003Cdiv class=\"social-embed-gdpr\">\u003Cdiv>\u003Ch3>Empfohlener redaktioneller Inhalt\u003C\u002Fh3>\u003Cp>An dieser Stelle findet Ihr einen externen Inhalt von \u003Cem>YouTube\u003C\u002Fem>, der den Artikel ergänzt. Ihr könnt ihn Euch mit einem Klick anzeigen lassen.\u003C\u002Fp>\u003Cdiv class=\"toggle-wrap\">\u003Cinput class=\"toggle toggle-check\" id=\"dsvgo-toggle-1227543b06f146289555f95ad274315a\" type=\"checkbox\">\u003Clabel class=\"load-social-embed toggle-btn\" for=\"dsvgo-toggle-1227543b06f146289555f95ad274315a\">\u003C\u002Flabel>\u003C\u002Fdiv>\u003Cp class=\"smallprint\">Ich bin damit einverstanden, dass mir externe Inhalte angezeigt werden. Damit können personenbezogene Daten an Drittplattformen übermittelt werden. \u003Ca href=\"\u002Fde\u002Fdatenschutz\u002F\">Mehr dazu in unserer Datenschutzerklärung.\u003C\u002Fa>\u003C\u002Fp>\u003C\u002Fdiv>\u003C\u002Fdiv>\u003Cdiv class=\"social-embed-content\" style=\"display:none\">\u003Cdiv class=\"embed-responsive embed-responsive-16by9 mb-4\">\u003Ciframe class=\"embed-responsive-item\" data-src=\"https:\u002F\u002Fwww.youtube.com\u002Fwatch?v=N9fSQnm7dIk&ab_channel=WordBridgeAcademy\" allowfullscreen=\"\">\u003C\u002Fiframe>\u003C\u002Fdiv>\u003C\u002Fdiv>\u003C\u002Fdiv>",{"type":935,"embedurl":936},"youtube","https:\u002F\u002Fwww.youtube.com\u002Fembed\u002Fhttps:\u002F\u002Fwww.youtube.com\u002Fwatch?v=N9fSQnm7dIk&ab_channel=WordBridgeAcademy","SocialEmbed",{"type":623,"children":939},[940],{"text":638},{"type":711,"children":942},[943],{"text":944},"Welche Schlüsselkompetenzen gibt es im Kundenservice?",{"type":623,"children":946},[947],{"text":948},"Worauf kommt es im Kundenservice seitens der Mitarbeiter*innen an? Welche Schlüsselkompetenzen sollten in Stellenausschreibungen für Eure Customer-Service-Agents abgefragt werden? Den wildesten Tipp, den wir Euch geben können: Achtet nicht nur auf fachliches oder technisches Know-how, sondern vor allem auf die Soft Skills.",{"type":623,"children":950},[951],{"text":952},"Wie wir eingangs bereits angesprochen haben, geht es im Kundenservice um Authentizität, Empathie und Freundlichkeit. Kund*innen sollen sich in ihren Problemen ernst genommen fühlen. Mitarbeiter*innen im Customer Service sollten dabei eine ganzheitliche Sicht bekommen, wie sie eine Lösung finden.",{"type":623,"children":954},[955],{"text":956},"Im Detail verraten wir Euch das 1×1 des Kundenservice, Schlüsselkompetenzen, die Eure Mitarbeiter*innen im Kundenservice einbringen sollten, um den Kund*innen gegenüber herauszustechen:",{"type":958,"children":959},"numbered-list",[960,968,976,984,992,1000,1008,1016,1024,1032],{"type":770,"children":961},[962],{"type":773,"children":963},[964,966],{"bold":479,"text":965},"Empathie",{"text":967}," – Ihr solltet in der Lage sein, Euch in die meisten Situationen der Kund*innen hineinzuversetzen. Inwiefern das herausfordernd ist, hängt ein bisschen von Eurem Produkt oder Eurer Dienstleistung ab.",{"type":770,"children":969},[970],{"type":773,"children":971},[972,974],{"bold":479,"text":973},"90 % zuhören \u002F 10 % reden",{"text":975}," – Diese Formel sollte jeder im Customer Service bei jedem Kundenkontakt im Hinterkopf behalten. Das nimmt bei vielen Gesprächen Fahrt raus. Vor allem, wenn Kund*innen auf 180 sind. In solchen Fällen solltet Ihr den oder die Kund*in sich erst einmal abregen lassen, um dann sachlich mit ihm oder ihr weiterzusprechen.",{"type":770,"children":977},[978],{"type":773,"children":979},[980,982],{"bold":479,"text":981},"Individuelle Ansprache",{"text":983}," – In Calls solltet Ihr immer wieder den Namen der Kund*innen in Eure Aussagen einbauen. Psychologisch hat das einen sehr positiven Effekt auf Euer Gegenüber. Ebenso handhabt Ihr es via Schriftverkehr: Nutzt gerne Textvorlagen, aber passt diese individuell an, damit sich die Leser*innen wertgeschätzt fühlen. Kostet mehr Zeit, bringt aber nachhaltig mehr Loyalität ein.",{"type":770,"children":985},[986],{"type":773,"children":987},[988,990],{"bold":479,"text":989},"Multitasking",{"text":991}," – Diese Fähigkeit, ist eine Grundvoraussetzung für Customer-Service-Agents. Ihr müsst telefonieren, schreiben und recherchieren gleichzeitig. Sollte es dennoch mal eng werden, kommuniziert das den Kund*innen. In den meisten Fällen stoßt Ihr auf Verständnis.",{"type":770,"children":993},[994],{"type":773,"children":995},[996,998],{"bold":479,"text":997},"Glasklare Kommunikation",{"text":999}," – Seid immer offen und ehrlich mit Euren Kund*innen. Teilt Ihnen die nächsten Schritte klar mit. Das fängt bereits in der Warteschleife an. Im besten Fall gibt es keine, wenn aber doch, übermittelt den Anrufenden, wie lange sie warten müssen.",{"type":770,"children":1001},[1002],{"type":773,"children":1003},[1004,1006],{"bold":479,"text":1005},"Jeder hört auf seine Weise",{"text":1007}," – Damit meinen wir, dass jeder Mensch eine andere Art der Auffassung hat. Manche mögen es detailliert, andere pragmatisch, widerrum andere auch gerne kompliziert. Versucht immer herauszufinden – schriftlich und verbal –, welche Art von Mensch Ihr gerade „vor“ Euch habt.",{"type":770,"children":1009},[1010],{"type":773,"children":1011},[1012,1014],{"bold":479,"text":1013},"Aufgepasst!",{"text":1015}," – Wenn Ihr mehrere Kundenservice-Kanäle anbietet, habt sie auch immer alle im Blick. Wird Eure Brand auf Twitter, Instagram oder Co. verlinkt, reagiert darauf. Hierbei sind sensible Mitarbeiter*innen vom Vorteil, die auch stark negative Kommentare handeln können – ohne einen Shitstorm vom Zaun zu brechen. Schließlich gibt es immer jemanden, der unzufrieden ist.",{"type":770,"children":1017},[1018],{"type":773,"children":1019},[1020,1022],{"bold":479,"text":1021},"An den Skills orientieren",{"text":1023}," – Setzt niemals Agents für alle Kanäle auf einmal an. Sinnvoll ist es darauf zu achten, wer welche Fertigkeiten hat. Danach könnt Ihr entscheiden, wer Calls annimmt, wer Mails schreibt, wer auf Social Media unterwegs ist usw.",{"type":770,"children":1025},[1026],{"type":773,"children":1027},[1028,1030],{"bold":479,"text":1029},"Immer lächeln",{"text":1031}," – Ein Klassiker, von dem die meisten wohl schon gehört haben: Auch wenn man Euch nicht sieht, kann man Eure Laune durchs Telefon hören!",{"type":770,"children":1033},[1034],{"type":773,"children":1035},[1036,1038],{"bold":479,"text":1037},"Druck Stand halten ",{"text":1039},"– Eine Kunst, die nicht viele beherrschen, aber vor allem im Kundenservice gefragt ist. Ganz gleich, wie groß der Druck durch eine spezielle Anfrage, viele Kontakte oder mangels Mitarbeiter*innen ist: Customer-Service-Agents müssen Druck gut Stand halten.",{"type":623,"children":1041},[1042,1044],{"bold":479,"text":1043},"Kleiner Tipp für jeden schriftlichen Kundenservice:",{"text":1045}," Ob Chat, Mail oder SMS, bleibt immer sachlich. Nutzt keine Redewendungen oder Humor. Ihr wisst nie, wie derjenige auf der anderen Seite des Postfaches gerade gelaunt ist.",{"type":623,"children":1047},[1048],{"text":638},{"type":623,"children":1050},[1051],{"src":1052,"type":1053,"title":1054,"width":1055,"handle":1056,"height":1057,"children":1058,"mimeType":275},"https:\u002F\u002Feu-central-1.graphassets.com\u002FAsRf3v2DvRQu1XduiUV52z\u002Fv7R8ubDQtSPeJ8YJxkRg","image","Kundenservice von A-Z",1024,"clje0x67j22om0cutffh8pqpa",576,[1059],{"text":709},{"type":623,"children":1061},[1062],{"text":638},{"type":711,"children":1064},[1065],{"text":1066},"Welche Arten von Kundenservice gibt es?",{"type":623,"children":1068},[1069,1071,1073,1075,1077],{"text":1070},"Genau genommen gibt es nur zwei Arten von Kundenservice: ",{"bold":479,"text":1072},"Reaktiven",{"text":1074}," und ",{"bold":479,"text":1076},"proaktiven",{"text":1078}," Customer Service. Sprechen wir von reaktivem Support, dreht sich alles um den Kontakt seitens der Kund*innen oder Interessent*innen zu Eurem Unternehmen. Es ist die Variante, die am meisten verbreitet ist, in der Servicewüste jedoch oft ungenügend erscheint.",{"type":623,"children":1080},[1081],{"text":1082},"Im besten Fall richtet Ihr Euren Customer Service reaktiv aus. Was bedeutet, dass Ihr bewusst Fragen von Kund*innen vorweg beantwortet oder über wichtige Themen aktiv informiert. Bedeutet, dass Ihr Chatbots, FAQs und Benachrichtigungen via Social Media oder SMS nutzt.",{"type":623,"children":1084},[1085],{"text":638},{"type":711,"children":1087},[1088],{"text":1089},"Warum ist Kundenservice für Unternehmen und Kund*innen wichtig?",{"type":623,"children":1091},[1092],{"text":1093},"Hier und da haben wir es im Artikel schon ausgedrückt. Allerdings wird zu oft noch der Wert von gutem Kundenservice verkannt. Dabei kann ein Customer Service für Unternehmen so viel einbringen. Allen voran die Loyalität Eurer Kund*innen.",{"type":623,"children":1095},[1096],{"text":1097},"Vergleicht es mit Euren Freunden: Die einen seht Ihr häufig, telefoniert mit ihnen und teilt Euer Leben mit ihnen. Zu ihnen habt Ihr eine engere Bindung als zu jenen, die Ihr vielleicht zweimal im Jahr seht. Genau so handhabt es sich mit Eurem Kundenservice: Bietet den Menschen viele Möglichkeiten an, mit Euch in Kontakt zu treten. Einfach, weil Ihr dadurch Eure Bindung zu Ihnen steigert.",{"type":623,"children":1099},[1100],{"text":1101},"Allerdings ist das Ganze auch eine empfindliche Geschichte, weswegen Ihr unbedingt die Schlüsselkompetenzen im Kundenservice beachten solltet. Haben Kund*innen eine schlechte Erfahrung mit Eurem Customer Service gemacht, zeigen Studien, dass sie sich schnell für andere Brands entscheiden. Manche gewähren aber auch eine zweite Chance. Wird die von Eurem Kundenservice ebenfalls vermasselt, steht es schlecht um weiteren Umsatz durch enttäuschte Kund*innen.",{"type":623,"children":1103},[1104],{"text":1105},"Genau so kann eine schlechte Erfahrung mit Eurem Unternehmen oder Eurem Produkt, Kund*innen Abstand von Eurer Company nehmen lassen. Wenn der oder die Kund*innen dann noch lange in der Warteschleife Eures Kundenservice hängt oder nicht der richtige Kommunikationskanal verfügbar ist, gibt es denselben Effekt, wie im Szenario darüber: Der oder die Kund*in wandert zur Konkurrenz ab. Kundenservice kann somit auch den Wettbewerb entscheiden!",{"type":623,"children":1107},[1108],{"text":1109},"Grundsätzlich solltet Ihr aber folgendes im Hinterkopf behalten: Nicht alle Kund*innen könnt Ihr zu 100 % zufrieden stellen.",{"type":623,"children":1111},[1112],{"text":1113},"Und damit Ihr auch immer alles im Kundenservice geben könnt, solltet Ihr diesen stets analysieren und prüfen. Welche Bedürfnisse haben Eure Kund*innen? Lernt von Ihnen und den Gesprächen mit ihnen. Dadurch erfahrt Ihr, wie Ihr Eure Kund*innen in den Mittelpunkt stellt und Euch gleichzeitig von der Konkurrenz abhebt.",{"type":711,"children":1115},[1116],{"text":1117},"Was ist eine Kundenservice-Software?",{"type":623,"children":1119},[1120,1122,1127,1129,1133],{"text":1121},"Kundenservice ist jedoch nur so gut, wie die Software, die ihn supportet. E-Mail-Programm und ein VoIP-Tool, los geht’s, reicht heute nicht mehr aus. ",{"rel":859,"href":1123,"type":629,"children":1124,"openInNewTab":479},"https:\u002F\u002Fomr.com\u002Fde\u002Freviews\u002Fcategory\u002Fcustomer-service",[1125],{"text":1126},"Kundenservice-Softwares",{"text":1128}," sind deutlich komplexer geworden und kann in mancher Ausführung alle Kanäle bedienen. Außerdem könnt Ihr mit ",{"rel":859,"href":1123,"type":629,"children":1130,"openInNewTab":479},[1131],{"text":1132},"Customer-Service-Tools",{"text":1134}," Eure Aktivitäten monitoren und verbessert effektiv Euren Support. Manchmal sind jedoch mehrere Softwares nötig, um einen guten Kundenservice zu gewährleisten.",{"type":711,"children":1136},[1137],{"text":1138},"Wie funktioniert eine Kundenservice-Software?",{"type":623,"children":1140},[1141,1143,1147,1149,1153,1155,1159],{"text":1142},"Je nachdem, was in einer ",{"rel":859,"href":1123,"type":629,"children":1144,"openInNewTab":479},[1145],{"text":1146},"Customer-Service-Software",{"text":1148}," steckt, funktioniert sie unterschiedlich. Zunächst solltet Ihr daher die Frage klären, welche Features Ihr benötigt. Das hängt von den Arten der Kommunikationskanäle, Eurer Zielgruppe, der Größe Eures Support-Teams sowie Euren Produkten oder Dienstleistungen ab. Anschließend macht Ihr Euch auf die Suche nach der passenden ",{"rel":859,"href":1123,"type":629,"children":1150,"openInNewTab":479},[1151],{"text":1152},"Kundenservice-Software",{"text":1154},". Zahlreiche gute Lösungen findet Ihr auf ",{"href":270,"type":629,"children":1156,"openInNewTab":283},[1157],{"text":1158},"OMR Reviews",{"text":1160}," – von anderen User*innen ehrlich bewertet und mit Erfahrungsberichten ergänzt.",{"type":623,"children":1162},[1163],{"text":1164},"Es gibt ganze Suiten, die Euch zahlreiche Tools in einem für Euren Kundenservice bieten. Davon abgesehen findet Ihr auch Softwares, die sich auf einen Bereich spezialisiert haben und sich mit anderen Tools ergänzen.",{"type":623,"children":1166},[1167,1169,1172],{"text":1168},"Auf der Suche nach der perfekten ",{"rel":859,"href":1123,"type":629,"children":1170,"openInNewTab":479},[1171],{"text":1152},{"text":1173}," trefft Ihr over all auf folgende Features und Möglichkeiten:",{"type":767,"children":1175},[1176,1184,1192,1200,1210,1216,1224,1232,1240,1248,1256,1278,1286,1294,1302,1310,1318,1328,1338,1352,1362,1370,1378],{"type":770,"children":1177},[1178],{"type":773,"children":1179},[1180,1182],{"bold":479,"text":1181},"Voice-over-IP",{"text":1183}," für den telefonischen Kundenkontakt",{"type":770,"children":1185},[1186],{"type":773,"children":1187},[1188,1190],{"bold":479,"text":1189},"Zentrale Mailbox",{"text":1191},", in der sich Agents Mails zuordnen können",{"type":770,"children":1193},[1194],{"type":773,"children":1195},[1196,1198],{"bold":479,"text":1197},"Chat-Tool ",{"text":1199},"für verschiedene Messenger und Live-Chats",{"type":770,"children":1201},[1202],{"type":773,"children":1203},[1204,1206,1208],{"text":1205},"Wenn gewünscht, bieten manche Softwares auch ",{"bold":479,"text":1207},"Live-Calls via Video",{"text":1209}," an (wird in Zukunft noch eine wichtige Rolle einnehmen)",{"type":770,"children":1211},[1212],{"type":773,"children":1213},[1214],{"bold":479,"text":1215},"Support für Social-Media-Kanäle",{"type":770,"children":1217},[1218],{"type":773,"children":1219},[1220,1222],{"bold":479,"text":1221},"Ticket-System",{"text":1223},", um intern ein Kundenproblem schnell weiterzuleiten und zu lösen",{"type":770,"children":1225},[1226],{"type":773,"children":1227},[1228,1230],{"bold":479,"text":1229},"KI-Unterstützung",{"text":1231},", damit die Automatisierung Euren Kundenservice effizienter gestaltet",{"type":770,"children":1233},[1234],{"type":773,"children":1235},[1236,1238],{"bold":479,"text":1237},"Intelligentes Routing, ",{"text":1239},"damit Kund*innen direkt mit den richtigen Ansprechpartner*innen connected werden",{"type":770,"children":1241},[1242],{"type":773,"children":1243},[1244,1246],{"bold":479,"text":1245},"Chatbots",{"text":1247},", die häufige Fragen vorab via Website oder Onlineshop beantworten, bevor es in den Live-Chat geht",{"type":770,"children":1249},[1250],{"type":773,"children":1251},[1252,1254],{"bold":479,"text":1253},"Self-Service-Portale ",{"text":1255},"erstellen, um Interessent*innen und Kund*innen auf der Website oder im Onlineshop bereits Support zu leisten",{"type":770,"children":1257},[1258],{"type":773,"children":1259},[1260,1262,1267,1269,1272,1274,1276],{"text":1261},"Work together mit anderen Softwares wie ",{"rel":859,"href":1263,"type":629,"children":1264,"openInNewTab":479},"https:\u002F\u002Fomr.com\u002Fde\u002Freviews\u002Fcategory\u002Ferp-systems",[1265],{"text":1266},"ERP",{"text":1268},", WaWi, ",{"rel":859,"href":306,"type":629,"children":1270,"openInNewTab":479},[1271],{"text":305},{"text":1273}," (",{"bold":479,"text":1275},"API-Schnittstellen",{"text":1277},")",{"type":770,"children":1279},[1280],{"type":773,"children":1281},[1282,1284],{"bold":479,"text":1283},"Remote-Lösungen",{"text":1285}," für Außendienst-Mitarbeiter*innen",{"type":770,"children":1287},[1288],{"type":773,"children":1289},[1290,1292],{"bold":479,"text":1291},"Analyse- und Monitoring-Tools",{"text":1293},", um Euren Kundenservice zu verbessern",{"type":770,"children":1295},[1296],{"type":773,"children":1297},[1298,1300],{"bold":479,"text":1299},"Wissensdatenbank",{"text":1301},", die Euren Customer-Service-Agents schnell die nötigen Antworten für Kundenprobleme 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das ",{"rel":859,"href":1123,"type":629,"children":1347,"openInNewTab":479},[1348],{"text":1349},"Kundenservice-Tool",{"text":1351}," an Eure Bedürfnisse und im besten Fall an Euer Corporate Design anpassbar ist",{"type":770,"children":1353},[1354],{"type":773,"children":1355},[1356,1358,1360],{"text":1357},"Mit der Möglichkeit zu ",{"bold":479,"text":1359},"skalieren",{"text":1361},", wächst Eure Software mit Eurer Company",{"type":770,"children":1363},[1364],{"type":773,"children":1365},[1366,1368],{"bold":479,"text":1367},"DSGVO-konform",{"text":1369}," ist Grundvoraussetzung in DE – schließlich handelt Ihr im Kundenservice mit sehr vielen sensiblen Daten (Hosting daher am besten in Deutschland)",{"type":770,"children":1371},[1372],{"type":773,"children":1373},[1374,1376],{"bold":479,"text":1375},"Übersetzungstools ",{"text":1377},"machen die Internationalisierung leichter (und 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Es kommt auf Größe Eures Kundenservice und die Anzahl Features an. Es gibt tatsächlich kostenlose Versionen von einigen ",{"rel":859,"href":1123,"type":629,"children":1400,"openInNewTab":479},[1401],{"text":1402},"Kundenservice-Tools",{"text":1404},", aber für die richtig guten bezahlt Ihr ab 19 Euro pro Monat aufwärts. Bei jährlicher Zahlung wird es bei den meisten Anbietern etwas günstiger. Achtet beim Preis außerdem darauf, für wie viele User*innen Euer Paket ausgelegt ist.",{"type":623,"children":1406},[1407],{"text":638},{"type":711,"children":1409},[1410],{"text":1411},"Welche Kundenservice-Softwares gibt es?",{"type":623,"children":1413},[1414,1416,1419,1421,1424,1426,1429,1431,1435,1437,1440],{"text":1415},"Insgesamt tummeln sich hunderte ",{"rel":859,"href":1123,"type":629,"children":1417,"openInNewTab":479},[1418],{"text":1126},{"text":1420}," im Netz. 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Dafür sind allerdings auch die richtigen Mitarbeiter*innen gefragt.",{"type":623,"children":1580},[1581],{"text":1582},"Das Etablieren eines Kundenservice mitsamt einer geeigneten Software stellt dabei die größte Herausforderung. Anschließend zählen sich die Vorteile leicht. Durch die Kompatibilität mit anderen Softwares, die Ihr intern nutzt, vereinfacht Ihr es, Lösungen für die Kund*innen zu finden. Außerdem lassen sich alle Kontakte analysieren, wodurch Ihr Euren Service-Ansatz weiter stärken könnt.",{"type":623,"children":1584},[1585],{"text":1586},"Weitere Vorteile finden sich in der Automatisierung und der Nutzung von Artificial Intelligence (AI). Sie ermöglichen es Euch, effizienter zu arbeiten und Kund*innen schneller zu helfen. In dieselbe Kerbe schlagen Chatbots, die bereits im Vorfeld via Website auf häufige Probleme und Fragen eingehen.",{"type":623,"children":1588},[1589],{"text":1590},"Und wenn Ihr die richtige Software aussucht, seid Ihr auch in Sachen DSGVO auf der sicheren Seite.",{"type":623,"children":1592},[1593],{"text":638},{"type":711,"children":1595},[1596],{"text":1597},"Darum lohnt sich Kundenservice",{"type":623,"children":1599},[1600],{"text":1601},"Der Kundenservice ist eine der wichtigsten Bereiche eines Unternehmens. Oft wird er unterschätzt oder zu wenig beachtet. Dabei hat ein Customer Service es in der Hand, aus Interessent*innen Kund*innen und aus Kund*innen Fans zu machen. Kundenservice ist jedoch nicht mehr so simpel wie noch zu Telefonzeiten. Heute suchen Verbraucher*innen auf vielen verschiedenen Wegen Kontakt zu Unternehmen: Messenger, SMS, Telefon, Social Media, Website und Co.",{"type":623,"children":1603},[1604],{"text":1605},"Um Customer Service als wichtiges Umsatz-Instrument zu nutzen, helfen Kundenservice-Softwares aus. Mit ihnen managt Ihr sämtliche Anfragen über sämtliche Kanäle. Zusätzlich solltet Ihr die richtigen Mitarbeiter*innen anwerben, die passende (Soft) Skills wie Empathie, Multitasking oder Druck-Resistenz mitbringen.",{"type":623,"children":1607},[1608],{"text":1609},"Investiert die Zeit, die richtige Software und die richtige Customer-Service-Agents zu finden. Das zahlt sich aus!",{"type":623,"children":1611},[1612],{"text":638},{"type":711,"children":1614},[1615],{"text":707},{"type":623,"children":1617},[1618],{"bold":479,"text":1619},"Was ist Kundenservice?",{"type":623,"children":1621},[1622],{"text":1623},"Der Kundeservice ist die Unit oder der Bereich eines Unternehmens, welcher sich um Anfragen und Probleme von Kund*innen Produkt oder Dienstleistung betreffend kümmert.",{"type":623,"children":1625},[1626],{"bold":479,"text":726},{"type":623,"children":1628},[1629],{"text":1630},"Der Kundenservice kümmert sich via Telefon, Mail, Messenger, Social Media oder einem anderen Kommunikationskanal in erster Instanz um Problem von Kund*innen. Bedarfs es dafür mehr Klärung, mit samt fachlichem oder technischem Know-how, geht der Fall zum Kundensupport.",{"type":623,"children":1632},[1633],{"bold":479,"text":1634},"Worauf kommt es im Kundenservice an?",{"type":623,"children":1636},[1637],{"text":1638},"In erster Linie ist es im Kundenservice wichtig Empathie zu zeigen, dem oder Kund*innen zuzuhören und authentisches Verhalten – den Soft Skills. Nur temporär geht es um fachliches oder technisches Know-how – den Hard Skills.",{"type":623,"children":1640},[1641],{"bold":479,"text":1642},"Warum ist Kundenservice wichtig für Unternehmen?",{"type":623,"children":1644},[1645],{"text":1646},"Über den Kundenservice kommunizieren Kund*innen und Interessent*innen mit einem Unternehmen. Je nachdem wie gut das Unternehmen dabei aufgestellt ist, steigert es dadurch die Loyalität der Verbraucher*innen gegenüber der Marke. Daher ist nicht nur reaktiver, sondern auch proaktiver Kundenservice ein Muss.",{"type":623,"children":1648},[1649],{"bold":479,"text":1650},"Welche Software hilft im Kundenservice?",{"type":623,"children":1652},[1653],{"text":1654},"Sogenannte Kundenservice-Softwares (auch Customer-Service-Software genannt) unterstützen Companies dabei, auf mehreren Kanälen mit Ihren Kund*innen zu kommunizieren. Dabei gibt es Suiten, die als All-in-One-Tool gesehen werden, und Softwares mit Fokus auf einzelne Features.",{"type":623,"children":1656},[1657],{"bold":479,"text":1658},"Wo finde ich passende Kundenservice-Softwares?",{"type":623,"children":1660},[1661,1663,1666],{"text":1662},"Um einen Überblick über die zahlreichen Kundenservice-Softwares zu erhalten, besucht Ihr am besten ",{"href":270,"type":629,"children":1664,"openInNewTab":283},[1665],{"text":1158},{"text":1667},". Dort könnt Ihr die Softwares vergleichen und Nutzererfahrungen nachlesen.",{"type":623,"children":1669},[1670],{"bold":479,"text":1671},"Was ist der Unterschied zwischen reaktivem und proaktivem Kundenservice?",{"type":623,"children":1673},[1674],{"text":1675},"Reaktiv bedeutet in diesem Zusammenhang, dass Kundenservice erst eintritt, wenn Kund*innen sich beim Unternehmen melden. Proaktiver Kundenservice geht auf Kund*innen bereits vorher zu und behandelt häufige Fragen und Probleme. Beispielsweise durch einen Chatbot oder FAQs.",{"type":623,"children":1677},[1678],{"text":638},{"type":623,"children":1680},[1681],{"text":638},{"type":623,"children":1683},[1684],{"text":1685},"\n",[],{"__typename":1688,"description":1689,"keywords":1690,"noFollow":283,"noIndex":283,"ogDescription":102,"ogTitle":1691,"title":1692,"ogImage":102},"Seo","Was ist Kundenservice? Definition, Vorteile, Software, Arten und Kanäle. 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