Service apps don’t save the world – sure – but they give companies the opportunity to support their customers faster and more efficiently. But are service apps sustainable? Can this technology help reduce the environmental impact of businesses? Service apps offer a variety of functions that companies can use to help their customers. It is obviously not “done” just by using self-service apps and they are not a “must have” or THE SOLUTION for sustainability strategies, but another angle for companies to look at, alongside other KPIs such as reduction of service requests. In this article, we explore if and how service apps can contribute to sustainability and why it is important that companies integrate sustainable solutions into their business models.
Self-service apps have the potential to take sustainability to a new level. With the help of digital assistants, customers can be helped with simple problems without the need for technicians to come on-site. Instructional videos and step-by-step instructions can be used from the comfort of your own home, for example, to commission equipment or carry out minor repairs yourself. These new technologies not only save companies time and money but also reduce CO2 emissions.
Self-service apps contribute to sustainability by avoiding unnecessary trips. Technicians no longer need to appear on site for every small problem but can focus on more complex tasks that require a physical presence. By integrating remote service into service apps, companies can not only satisfy customers but also contribute to sustainability. Although the technicians are no longer on-site, they can still provide fast and effective support if a standalone solution is not possible. So when it comes to being more environmentally conscious, self-service solutions are a real win-win for companies and customers.
Remote support by technicians not only saves companies time and money but also improves the efficiency and quality of repairs and maintenance. When analysing problems, spontaneous replacement purchases for end devices are avoided, because often it is spatial problems, such as the router location, and not the end device itself that is broken. Many laypeople would not recognise this and in today’s fast-moving world, Amazon and Co. would receive replacements the very next day. Remote service thus reduces resource consumption and the carbon footprint, facilitates repairs and maintenance and improves customer service. This means that both customers and companies not only save time and money but can also be sure that the service is carried out in the best sense for both companies and customers. In short, remote service is another step towards sustainability and customer satisfaction.
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Even if self-service apps do not ensure that companies achieve their climate targets, they do have the potential to help companies operate more efficiently and sustainably. By using modern technologies, companies can conserve resources and increase their efficiency. One example of this is that the use of self-service solutions avoids unnecessary trips and the spontaneous replacement purchase of hardware. Especially in customer service, service apps can additionally contribute to increasing customer satisfaction and loyalty. Effective customer service is essential to support customers with complex problems, as in today’s digital world the demands on speed, competence and problem-solving ability of customer service have increased.
One way for companies to improve and sustain their customer service is through Conntac’s self-service solution. The application offers customers the possibility to help themselves and thus reduces service requests and processing times in customer service. The app combines complex analyses with comprehensible user guidance to reliably identify the current situation and carry out interactive troubleshooting. If a solution is not possible directly in the app, the solution can be used to contact support agents who can already view the necessary information in the Conntac dashboard. This significantly reduces call handling times (AHT) and frustration on both sides. The Conntac self-service solution has already been used by well-known companies such as Vodafone and M-net and reaches millions of end customers. It not only improves customer satisfaction and promotes brand loyalty, but also supports customer service staff by saving time and responding to service requests in a more personalised way.
