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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.

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01 Gothaer gr-inv-1
02 eon gr-inv-1
03 congstar gr-inv-1
04 kelag gr-inv-1
05 microsoft gr-inv-1
06 telekom gr-inv
10 mainova gr-inv
08 css gr-inv
09 bsh gr-inv
07 m-net gr-inv
11 vattenfall gr-inv
12 miele gr-inv
13 axa gr-inv
14 airfrance gr-inv
15 zurich gr-inv
16 eprimo gr-inv
17 klm gr-inv
18 vodafone gr-inv
19 personalshop gr-inv
20 r+v gr-inv

Does that sound familiar to you?

Contact rates keep rising and burden the service organization.

Service has to keep "pulling the chestnuts out of the fire".

Your self-service solutions find poor acceptance.

It remains difficult to prove the economic contribution of CX measures.

Bad CX drives customer contacts whose causes are not understood and not remedied.

Do you know that?

Contact rates keep rising and burden the service organization.

Service has to keep "pulling the chestnuts out of the fire".

Your self-service solutions find poor acceptance.

It remains difficult to prove the economic contribution of CX measures.

Bad CX drives customer contacts whose causes are not understood and not remedied.

WOCAS empowers you ... 

  • to remove stumbling stones in the customer experience.

  • to sustainably reduce the contact volume.

  • to drive your digitalization forward.

  • to turn your service unit into an engine of innovation.

  • to grow faster with loyal and enthusiastic customers.

THE BEST SERVICE IS NO SERVICE

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

V-I-Matrix_en-1

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 consultancy with the most extensive project experience in the application and implementation of this methodology.

Based on this methodology, we have developed our become frictionless approach for permanently frictionless customer experiences and fewer customer contacts.

In Europe, we are the consultancy with the most extensive project experience in the application and implementation of this methodology.

Based on this methodology, we have developed our become frictionless approach for permanently frictionless customer experiences and fewer customer contacts.

 

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.

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

  Breakdown of contact triggers and causes

  Better understanding of customer behavior

  Create clear responsibilities

  Transparent improvement process control

   Real-time-Reporting

Who do we work with?

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.

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.

Sounds like you?
So talk to us!

Where can we help?

There are various paths you can take to implement your service transformation.

Our three solution components can be used on a modular basis - both individually and in addition to each other. And with more or with less support from us in each case - even up to DIY!

Which topic drives you forward the fastest?
Choose from our core topics to find out more.

That´s why our customers love WOCAS®

That´s why our customers love WOCAS®

What is different about us?

We use customer contacts as a mirror of the customer experience.

In just a few days, you will recognize how much potential there is in your contacts.

Together, we build a structured process that raises the potential step by step.

We closely involve all relevant areas in the process.

We empower your teams with structured training and coaching.

Need some inspiration?

Then browse through various practice guides about customer experience and contact reduction in our blog.

We hope you enjoy reading and wish you lots of inspiration for your everyday work!