The fast track to frictionless customer experience
Get the right insights from customer contacts to eliminate friction in the customer experience, reduce contact volumes and strengthen customer loyalty.
The fast track to frictionless customer experience
Get the right insights from customer contacts to eliminate friction in the customer experience, reduce contact volumes and strengthen customer loyalty.
The best service is the one that the customer doesn't even need because everything works frictionless. This credo of our two partners Bill Brice and David Jaffe has shaped our thinking over the last 15 years. Their latest book "The Frictionless Organization" is a highly topical practical book with valuable tips for implementation. We work closely with Bill and David on many international projects.
The best service is the one that the customer doesn't even need because everything works frictionless. This credo of our two partners Bill Brice and David Jaffe has shaped our thinking over the last 15 years. Their latest book "The Frictionless Organization" is a highly topical practical book with valuable tips for implementation. We work closely with Bill and David on many international projects.
The Value-Irritant-Matrix
To make rapid progress, a precise understanding of your service contacts is essential. With the value-irritant matrix, we create a strategic view of your contacts.
You can see in detail which contacts can be completely avoided and which contacts are really suitable for digitalization.
Your employees can use the time gained to make the most out of conversations that offer real added value for customers and the company.
In Europe, we are the consultancywith the most extensive project experiencein the application and implementation of this methodology.
Based on this methodology, we have developed ourbecome frictionless approachfor permanently frictionless customer experiences and fewer customer contacts.
In Europe, we are the consultancywith the most extensive project experiencein the application and implementation of this methodology.
Based on this methodology, we have developed ourbecome frictionless approachfor permanently frictionless customer experiences and fewer customer contacts.
WOCAS® is the ideal tool for gaining the right insights from customer contacts and and driving fast and agile improvements.
Our SaaS solution activates all parties involved and maps the entire process from the breakdown of customer concerns to root cause analysis, prioritization and implementation of measures through to measuring success.
With WOCAS®, the entire company works together to improve the customer experience.
Our Software WOCAS®
Your app for frictionless customer experiences
WOCAS® is the ideal tool for gaining the right insights from customer contacts and and driving fast and agile improvements.
Our SaaS solution activates all parties involved and maps the entire process from the breakdown of customer concerns to root cause analysis, prioritization and implementation of measures through to measuring success.
With WOCAS®, the entire company works together to improve the customer experience.
What does WOCAS® offer you?
Use of employee knowledge
WOCAS® activates your service employees and involves them as important initiators in insight generation. This enables you to make practical improvements quickly.
Breakdown of contact triggers and causes
You understand customer concerns and their triggers in detail and break down the causes step by step. This allows you to see exactly what needs to be done and derive targeted measures.
Better understanding of customer behavior
With WOCAS®, you can actively use the customer dialog to gain further insights, e.g. about the use of your self services. Why did customers fail with self service? Why didn't they use it in the first place? This will help you find the most effective measures to promote digital channels in the context of the customer journey.
Create clear responsibilities
With WOCAS®, you can break down the causes of contacts and assign them to the responsible units. You can identify specific fields of action and prioritize them with contact numbers.
Transparent control of the improvement process
WOCAS® supports the entire solution process and helps you to keep an eye on all measures, to be able to make statements at any time and to check the effectiveness of the solutions found.
Real-time-Reporting
Right from day one, you receive a meaningful overview of your contacts and have an overview of all measures and their progress. You are always able to make statements and can prove your success at any time based on the reduced contact numbers.
Use of employee knowledge
WOCAS® activates your service employees and involves them as important initiators in insight generation. This enables you to make practical improvements quickly.
Breakdown of contact triggers and causes
You understand customer concerns and their triggers in detail and break down the causes step by step. This allows you to see exactly what needs to be done and derive targeted measures.
Better understanding of customer behavior
With WOCAS®, you can actively use the customer dialog to gain further insights, e.g. about the use of your self services. Why did customers fail with self service? Why didn't they use it in the first place? This will help you find the most effective measures to promote digital channels in the context of the customer journey.
Create clear responsibilities
With WOCAS®, you can break down the causes of contacts and assign them to the responsible units. You can identify specific fields of action and prioritize them with contact numbers.
Transparent control of the improvement process
WOCAS® supports the entire solution process and helps you to keep an eye on all measures, to be able to make statements at any time and to check the effectiveness of the solutions found.
Real-time-Reporting
Right from day one, you receive a meaningful overview of your contacts and have an overview of all measures and their progress. You are always able to make statements and can prove your success at any time based on the reduced contact numbers.
You are responsible for operational service in B2C or B2B and solve thousands of inquiries every day with your team.
The volume of contacts is constantly increasing and the use of digital channels is not really getting off the ground. This is putting a strain on your team.
Now you want to reverse the trend and use the right insights to eliminate the causes of the contacts and drive digitalization forward.
Customer Experience
You are responsible for CX and want to make a real difference for your customers. You have set up a CX program and implemented the first measures.
You survey your customers and have a long list of measures. But it is becoming increasingly difficult to set priorities and measure success.
Now you want to use the insights from contacts to find customer pain points and create frictionless customer journeys.
Customer Service / Operations
You are responsible for operational service in B2C or B2B and solve thousands of inquiries every day with your team.
The volume of contacts is constantly increasing and the use of digital channels is not really getting off the ground. This is putting a strain on your team.
Now you want to reverse the trend and use the right insights to eliminate the causes of the contacts and drive digitalization forward.
Customer Experience
You are responsible for CX and want to make a real difference for your customers. You have set up a CX program and implemented the first measures.
You survey your customers and have a long list of measures. But it is becoming increasingly difficult to set priorities and measure success.
Now you want to use the insights from contacts to find customer pain points and create frictionless customer journeys.
