Satisfied customers are essential for every company, but establishing efficient and successful customer service is often difficult and expensive.
A survey shows that 46 percent of customers expect a response to their inquiries within four hours, but not all customer service teams or chatbots are able to meet these expectations. We take a more rewarding approach with our Bonder software solution, a modern, intuitive service platform that supports your employees and customers where it matters most: directly with the product. All important information and help services related to a product are made available to customers digitally, around the clock and completely location-independent.
Our service platform offers many additional features, such as centralized management of customer inquiries, contextual sales, product management, and customer feedback.
Uncomplicated, customer-oriented, and efficient—that's Bonder!
Bonder solves the biggest customer service challenges for businesses
Most end customers prefer to search for solutions themselves first, with most conducting their research on Google and video platforms such as YouTube. Around 80 percent take this approach, which highlights the lack of service orientation at many companies. In addition, this complex, time-consuming, and inefficient method only offers a meaningful solution in a few cases. The result: annoyed, dissatisfied customers who question the company's service and the quality of its products.
Bonder to this challenge and offers a simple and efficient solution. With the help of Bonder (QR code or NFC), your customers can access product-specific information and solutions on their smartphones in seconds, provided by videos, documents, and self-service assistants.
Why Bonder on-site service is better than the traditional approach
How does it all work? Quick solutions, efficient application... that's the theory. Below is an example to illustrate the strengths of our service platform and customer app in practice.
| Traditional approach | Bonder Solution | ||
|---|---|---|---|
| 30 minutes |
Search for user manual Folders are rummaged through, drawers are searched, and cabinets are ransacked. Nothing! Was there ever one? In today's digital age, that's not a given. Couldn't find anything at home – so I continued searching on Google. |
2 minutes | Scan the Magic Code and receive product-specific documents, videos, self-service guides, and help assistants—in seconds. |
| 30 minutes |
Google search for the problem Usually requires several attempts before results that appear to be suitable for the problem of a particular product are obtained. The customer then works through the search results, digging through mostly outdated documents, low-quality forums, and blogs by some rather obscure specialists. Let's continue on YouTube. |
||
| 2 hours |
YouTube search Here, the customer also finds several videos and finally a seemingly reasonable solution—but unfortunately, the customer's product does not have the adjustment control shown in the video. After an agonizingly long time and countless confusing, unclear, and incorrect clues—and repeatedly getting sidetracked by cat videos—the customer gives up and tries once again to find what they're looking for on the manufacturer's website. |
||
| 2 minutes |
Google search for manufacturer website |
||
| 5 minutes |
Search for product on manufacturer's website Finally, the customer arrives at a product selection form on the manufacturer's website. Now all that's missing is the exact product name, year of manufacture, serial number, version number—and perhaps a few other details. Of course, the customer has all this information to hand, right? Exactly! Most of the time, no. |
||
| 20 minutes |
Call to manufacturer service call center So the customer—already at the end of their tether—calls the service hotline. And it rings... and rings... and Finally, the customer gives up and decides to try again the next day. By now, it is already late in the evening. |
||
| > 3 hours | Traditional approach | > 2 minutes | Bonder Solution |
After more than three hours of torment, another angry customer gives up. It could have been easier and quicker: with Bonder, a Magic Code scan and two minutes of your time, the customer has everything they need to solve their problem themselves.
The procedure is always the same: the customer scans the Magic Code and, within a few moments, receives the help and support they need for the product in question on their smartphone.
Statistics confirm how important such fast channels are: more than 50 percent of customers say they would switch to a competitor after just one bad customer service experience. If they have more than one bad experience, the figure rises to around 80 percent!
Providing straightforward and rapid solutions is the only effective approach here, which our software/app successfully implements. Thanks to its ease of use and additional possibilities in the area of contextual sales, you save financial resources and even transform the "service" cost center into a profit center.
With Bonder, your customers ignore the competition
An immediately available, product-centered provision of all relevant information and support services virtually eliminates the possibility of your customers being distracted by extensive searches and research on Google and YouTube. The average human attention span is approximately eight seconds, and we are constantly exposed to advertising and other stimuli. It is therefore highly likely that customers will also look at competing products when conducting research.
We have Bonder this challenge with Bonder and developed a centralized solution that strengthens customer loyalty to your company. Distractions from competitors are eliminated, and the rapid availability of product-related assistance ensures continued customer satisfaction. How can the competition keep up?
5 reasons why you should try Bonder NOW
Good service ensures high satisfaction, which in turn is one of the most important factors for success and competitiveness. The following advantages show how our service management solution (service platform and customer app) makes a decisive contribution to supporting customer satisfaction in the service area:
- Quick to set up and easy to use
- Premium Self-Service
- Relieving your customer service
- Increased add-on sales
- Smooth communication with external service partners
Convinced? Or do you still have questions?
In either case, feel free to contact us—we'll be happy to help you Bonder use Bonder to improve your customer service.
