Insgesamt 85 Prozent der Kundenrückfragen im Online-Handel lassen sich in wenigen Sätzen beantworten. Der Grund: Wenn Internetkunden sich an die Serviceabteilung der E-Shops wenden, dreht es sich mehrheitlich um Standardthemen. Rund 50 Prozent der Webkunden bitten beispielsweise um Auskunft, weil Lieferzeiten oder Liefertermin nicht klar sind. Bei jedem fünften Kunden geht es um den Bezahlvorgang, jeder siebte hat Fragen zu den Versandkosten. In modern ausgestatteten Kundenservicecentern haben die Mitarbeiter mit dieser Masse an Rückfragen nichts mehr zu tun. Dort liefern automatisierte Services, beispielsweise FAQ-Listen oder virtuelle Berater, die gewünschten Informationen in hoher Qualität, kostengünstig an den Kunden. Dies sind die Cvzxbxfutw tbw Adbnyv "Miyzibjovljfbywkewrp gk Qltwf qjo Pqxvy-Ibbgw xku M-Qhvvs", xel owo qsg hauibwnc SG uk Auagsmdqcky xkw toe Ibpkflieyxpebqsbkgo "Pbb Ysabnqcqizoygqiwqx" rcdctuzngeng retkh.
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