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Case Study @ Swisscom (Schweiz) AG: iPhone 5 Self-service Order App and Process-Workflows

2013; Springer Science+Business Media; Linguagem: Inglês

10.1007/978-3-642-36754-0_17

1865-0937

Thomas Walke, Markus Witschi, Martin Reiner,

This solution allows customers to order on their own and without the assistance of a contact center agent of Swisscom’s Hotline their iPhone 5 in any configuration. The support via an app was chosen due to the anticipated high amount of inquiry calls in the contact center, and the therefore expected negative reaction to long waiting times. This potential negative service perception was planned to be eliminated by providing an app for a special order experience.