Customer Experience Wins During Black Friday / Cyber Monday

Cupertino, CA, November 27, 2019 – Businesses who hope to earn a portion of the predicted USD 9 billion in revenue to be generated on Cyber Monday should absolutely focus on customer service.

OTRS Group shares four tips to help customer service teams deliver top-notch service.


Cupertino, CA, November 27, 2019 – Businesses who hope to earn a portion of the predicted USD 9 billion in revenue to be generated on Cyber Monday should absolutely focus on customer service. According to a PwC survey, 73% of people cite experience with a brand as important in the buying decision, and 42% of people would pay more for friendly, welcoming service. The same survey shows that efficiency, convenience and knowledge are the most sought after components of good service.


This holiday season, OTRS Group shares the following four tips for building those components into your business.


Automate Responses, But Keep Them Human


Sometimes, customer inquiries can’t be dealt with instantaneously, so automated responses give customers the reassurance that their inquiry has been received and that someone will help soon. Responses sound friendlier when customized with a customer’s name or other personal information, as well as by using casual natural language. And, they can be more convenient for customers when they include links to knowledge base entries that might steer them directly to an answer.


Provide Self-Service Options


Whether customers are panicking over orders that have yet to be delivered or are curious about add-ons to a newly received gift, they contact customer service for answers. A customer portal that allows customers to access a service catalog and knowledge base puts these answers at customers’ fingertips — plus, it frees up teams to move to the next inquiry more quickly.


Automate Workflows for Increased Efficiency


Clearly defined processes that are automated in a service management system, like OTRS,  help to keep tasks and communication flowing. Automation can move any type of inquiry through a workflow, from order fulfillment and returns to account management and invoicing.


Demonstrate and Share Knowledge


It slows everyone down when inexperienced team members try to solve sophisticated problems. Instead, make sure inquiries are routed based on skills. And, use a knowledge base to document all frequently asked questions so answers can be found and shared more quickly.


“Companies who have focused on customer experience will see gains this holiday season,” predicts OTRS COO Christopher Kuhn. “It’s simply a matter of having the right tools and processes in place to support your team in making sure that customers feel valued and have had their problems solved knowledgably and efficiently.”


To learn more about OTRS customer service solutions, visit




About OTRS Group

OTRS Group is the manufacturer and the world’s largest provider of the service management suite OTRS, awarded with the SERVIEW CERTIFIED TOOL seal of approval. It offers flexible solutions for process and communication management to companies of all sizes, saving them time and money. Among its customers are Lufthansa, Airbus, IBM, Porsche, Siemens, BSI (Federal Office for Security in Information Technology), Max Planck Institute, Toyota, Hapag Lloyd and Banco do Brazil (Bank of Brazil). More than 170,000 companies worldwide use OTRS, including over 40 percent of the DAX 30 companies. OTRS is available in 40 languages. The company consists of OTRS AG and its six subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), OTRS Asia Ltd. (Hong Kong), OTRS do Brasil Soluções Ltda. (Brazil) and OTRS Magyarország Kft. (Hungary). OTRS AG is listed on the basic board of the Frankfurt Stock Exchange. For more information, see

Press Contact OTRS:
Address OTRS AG
Zimmermühlenweg 11
61440 Oberursel
Name Christina Meyer
Phone +49 6172 681988-0

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