“There is hardly any help to be expected in customer service these days. ”
An impression shared by many consumers — and confirmed by numerous studies. Frustration with traditional service channels has been increasing for years: Call centers, overwhelmed hotlines, impersonal chatbots — technological innovations have rarely brought real relief so far.
But there is hope for a turnaround.
In a recent WirtschaftsWoche article, Etribes managing director Karo Junker de Neui talks about the opportunities of a new understanding of service — driven by consistently using artificial intelligence. Their vision: a smarter, more human customer service that not only solves problems, but also develops real potential for customer loyalty and brand loyalty.
Status quo according to service value study:
- Customer satisfaction with services is falling continuously
- In 2024, the best rating is a school grade of 2.26
- According to Capgemini, only 38% of Germans are satisfied at all
But something is happening:
- Companies like dm are already using CustomGPTS internally to support their service
- Shopping assistants with AI at Rewe or Zalando improve the experience preventively
- 68% of Germans say: The quality of chatbots has improved
The key lies not in “less people,” but in better technology with a clear goal: smoother processes. Faster answers. Seriously taken customers.
Why it is now worthwhile to invest in clever use of AI — and why cancellations should no longer be taboo but an opportunity for loyalty — all in article.
