CUSTOMER SERVICE

Delighted customers with 100% adaptable service workflows.

Tchibo GmbH

Challenge

Customer Service Teams are using Revent to manage and improve their customer interactions.

Quickly set up service workflows to avoid customer frustration, reduce non necessary shipping and lower return rates with self-service content, dynamical FAQs and integrated video inspection.

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Increase customer satisfaction

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Avoid unnecessary returns

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Track and manage service requests

See how it works
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Broken device
Routing from vendor website
Revent workflow started
Daria - Service Bot
08/15/22
09:40 am
Welcome to our service world! I'm happy to help you solving your problem.
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Login-free customer authorization

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Country Code: Germany

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Error specified
You're Carl and your coffee machine is broken. You're looking for help and visit the vendor support website.
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Task for Carl Customer
08/15/22
09:41 am
To better understand your problem, please tell us more about your defect.
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Product documentation provided

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Video tutorials provided

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Carl Customer
08/15/22
09:44 am
My product is not working.
Error description
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Problem identified

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Documentation not helpful

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Video inspection needed

You're Carl and your coffee machine is broken. You're looking for help and visit the vendor support website.
Routing from vendor website
Revent workflow started
Daria - Service Bot
08/15/22
09:40 am
Welcome to our service world! I'm happy to help you solving your problem.
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Login-free authorization

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Country Code: Germany

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Task for Carl Customer
08/15/22
09:41 am
To better understand your problem, please tell us more about your defect.
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Documentation provided

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Video tutorials provided

CC
Carl Customer
08/15/22
09:44 am
My product is not working.
Error description
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Problem identified

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Documentation not helpful

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Video inspection needed

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Error specified

External Access

Let customers and external partners access workflows conveniently and clearly via an external access layout – without clunky tool environment.

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Brandable in your company's CI.

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Fully access to the respective workflow.

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Ability to stay on top of multiple workflows.

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Fully authorized and authenticated access.

Learn more in demo
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Book an expert call
Daria - Service Bot
08/15/22
09:44 am
I've seen, that you couldn't find a quick solution. We provide a free video-inspection service. Our experts are happy to help!
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Video inspection booked
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Task for Tom Technician
08/15/22
09:45 am
A video inspection has been booked for 08/16/2023 - 13:30. Would you like to help?
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Tasks for technicians are pooled

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Optional auto assignment of tasks

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Optional task assignment by supervisor

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Tom Technician
08/15/22
09:52 am
I'm happy to help out!
Your appointment
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Send reminder to participants
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Task for Carl Customer
08/15/22
09:44 am
Would you like to call one of our experts now or later?
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Task for Carl Customer
08/15/22
09:45 am
Please select a timeslot.
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Carl Customer
08/15/22
09:45 am
I have chosen an time.
Your appointment
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Slot confirmed

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Automatically routing to the right service center

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Send confirmation e-mail to customer

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Optional rescheduling avialable

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Technician assigned
Daria - Service Bot
08/15/22
09:44 am
I've seen, that you couldn't find a quick solution. We provide a free video-inspection service. Our experts are happy to help!
bolt
Task for Carl Customer
08/15/22
09:44 am
Would you like to call one of our experts now or later?
bolt
Task for Carl Customer
08/15/22
09:45 am
Please select a timeslot.
CC
Carl Customer
08/15/22
09:45 am
I have chosen an time.
Your appointment
arrow_drop_down
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Slot confirmed

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Automatically routing to service center

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Send confirmation e-mail to customer

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Optional rescheduling avialable

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Video inspection booked
bolt
Task for Tom Technician
08/15/22
09:45 am
A video inspection has been booked for 08/16/2023 - 13:30. Would you like to help?
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Tasks for technicians are pooled

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Optional auto assignment of tasks

check_circle

Optional assignment by supervisor

TT
Tom Technician
08/15/22
09:52 am
I'm happy to help out!
Your appointment
arrow_drop_down
task_alt
Technician assigned
Send reminder to participants

Integrate your call center workforce

Empower your call center agents and make them workflows collaborators with individual responsibilities.

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Manage multipel service units and their responsibilities.

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Offer customers immediately or scheduled video calls.

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Define specific views, routes and task for internals.

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Track performance via multiple collected data.

Learn more in demo
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Start Video Inspection
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Task for Tom Technician
08/16/22
01:25 am
Please join the call.
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Task for Carl Customer
08/16/22
01:25 am
Please join the call.
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Task for Tom Technician
08/16/22
01:25 am
Please join the call.
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Task for Carl Customer
08/16/22
01:25 am
Please join the call.
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Task for Tom Technician
08/16/22
01:41 pm
Please write a note and select a solution strategy.
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Tom Technician
08/16/22
01:41 pm
I am glad to help you.
Here are your meeting notes.
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Spare part Art. No 367/39-B ordered

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Send confirmation email to customer

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Send information mail to logistics

Daria - Service Bot
08/16/22
01:41 pm
I'm happy your case is solved. I always want to improve. Your feedback would help me lot.
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Feedback provided
Data archived
Daria - Service Bot
08/16/22
01:41 pm
Thank you for your feedback. We're happy you used our service. Have a great day!
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Notes published
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Task for Carl Customer
08/16/22
01:41 pm
Please provide us with some Feedback.
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Carl Customer
08/16/22
01:44 pm
Great Service!
Your feedback
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bolt
Task for Tom Technician
08/16/22
01:41 pm
Please write a note and select a solution strategy.
TT
Tom Technician
08/16/22
01:41 pm
I am glad to help you.
Here are your meeting notes
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Spare part Art. No 367/39-B ordered

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Send confirmation email to customer

check_circle

Send information mail to logistics

task_alt
Notes published
Daria - Service Bot
08/16/22
01:41 pm
I'm happy your case is solved. I always want to improve. Your feedback would help me lot.
bolt
Task for Carl Customer
08/16/22
01:41 pm
Please provide us with some Feedback.
CC
Carl Customer
08/16/22
01:44 pm
Great Service!
Your feedback
arrow_drop_down
task_alt
Feedback provided
Data archived
Daria - Service Bot
08/16/22
01:41 pm
Thank you for your feedback. We're happy you used our service. Have a great day!
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Closed

Analyse workflow data

Stay on top of relevant KPIs and set up custom dashboards tailored to your point of interest.

Workflows run Customer Service. We run the workflows.

Book a demo