The Art of Customer Service

#

18

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April 19, 2021

OTTO: Voice bots & customer service

Executive Summary

Jörg Heinemann, Principal Innovation & Digitalisation at OTTO, is passionate about conversational commerce and talks to Erik Pfannmöller about the future of voice in customer service. OTTO, one of the world’s biggest e-commerce companies, was an early adopter of smart devices and voice assistants for service and later sales. For the future, Jörg Heinemann envisions customers to have the same great experience seamlessly across all channels.

0 Min.
geballtes Wissen

Zielgruppe:

Startup, KMU & Corporate
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

This podcast gives you a good overview on the role of voice and digital assistants in customer support.

You will learn…

  • …how OTTO uses conversational commerce and creates great customer experiences beyond touch
  • …how OTTO’s chatbot Clara handles 30% of their incoming customer service requests successfully
  • …why OTTO started using smart devices for customer service and added direct sales options later
  • …why ‘voice in’ doesn’t need to equal ‘voice out’ and how to combine different channels and devices
  • …why voice is a convenient starting point for customer interactions

Kapitel

The Art of Customer Service Podcast covers these topics:

  • from 00:00 | Introduction to the topic
  • from 03:55 | How important is voice in customer service?
  • from 09:10 | The pros and cons of using voice interfaces
  • from 11:25 | Smart speakers and voice in OTTOs customer service
  • from 15:09 | Proportion of voice in commerce channels conversation
  • from 17:56 | Voice-in is not voice-out
  • from 20:10 | The chatbot „Clara“
  • from 24:33 | Usecases of voice in the future

 

Alle Episoden

Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.

The Art of Customer Service

#

18

|

April 19, 2021

OTTO: Voice bots & customer service

Executive Summary

Jörg Heinemann, Principal Innovation & Digitalisation at OTTO, is passionate about conversational commerce and talks to Erik Pfannmöller about the future of voice in customer service. OTTO, one of the world’s biggest e-commerce companies, was an early adopter of smart devices and voice assistants for service and later sales. For the future, Jörg Heinemann envisions customers to have the same great experience seamlessly across all channels.

Zielgruppe:

Startup, KMU & Corporate

Dauer:

0 Min.
geballtes Wissen
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

Kapitel

This podcast gives you a good overview on the role of voice and digital assistants in customer support.

You will learn…

  • …how OTTO uses conversational commerce and creates great customer experiences beyond touch
  • …how OTTO’s chatbot Clara handles 30% of their incoming customer service requests successfully
  • …why OTTO started using smart devices for customer service and added direct sales options later
  • …why ‘voice in’ doesn’t need to equal ‘voice out’ and how to combine different channels and devices
  • …why voice is a convenient starting point for customer interactions

The Art of Customer Service Podcast covers these topics:

  • from 00:00 | Introduction to the topic
  • from 03:55 | How important is voice in customer service?
  • from 09:10 | The pros and cons of using voice interfaces
  • from 11:25 | Smart speakers and voice in OTTOs customer service
  • from 15:09 | Proportion of voice in commerce channels conversation
  • from 17:56 | Voice-in is not voice-out
  • from 20:10 | The chatbot „Clara“
  • from 24:33 | Usecases of voice in the future

 

Alle Folgen

The Art of Customer Service

als Playlist

Alle Episoden

The Art of Customer Service

Über das Format

Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.
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