Thyssenkrupp Rasselstein renews its SteelOnline platform with more features for better customer service along with new functions and a new look and feel.
Tinplate manufacturer thyssenkrupp Rasselstein has been working to modernize its customer service and as part of this they have created SteelOnline. This platform, accessible 24 hours a day, will help users get information about their orders much more quickly, easily and transparently. This is made possible by the SteelOnline point of contact, which provides a better understanding of the steps involved in completing an order. In addition, employees will always be there to accompany each user when needed.
The new customer service is deploying all its resources to help users with the use of Artificial Intelligence. This innovation reduces the amount of time and resources required to carry out the procedures offered by the service, from purchase to after-sales.
Time was taken to modernize the digital platform, improving both its visual design and functionality. The result is an uncluttered and secure interface, which users can navigate more intuitively.
SteelOnline has made the decision to give its customers a close and unique view of the warehouse, allowing them to see the materials that are ready to be shipped, expected invoicing dates and other documents. To make all this even more convenient for users, the company has integrated Artificial Intelligence into its digital platform, allowing it to more accurately predict the arrival time of products at the warehouse and making it easier for them to plan orders.
Customer options have been improved in several respects. Users can now customize reports and configure them to their liking. Some companies may create particular user profiles to grant limited access to specific documents. In this way, each person with a unique user can adapt the platform to his or her particular requirements.
SteelOnline has implemented new technologies that allow users to receive push notifications and email subscriptions. This feature means that users no longer need to log in to the platform to get all document updates, but can receive these materials immediately in their mailbox when they are generated.
Users of ThyssenKrupp Steel and its related companies can take advantage of the SteelOnline virtual platform. This platform has a variety of properties, such as rasselstein® Express, designed to organize urgent orders of metal for packaging.
The new customer service: AI-assisted but personalized
Thyssenkrupp has created an innovative way to offer help to its customers: a chatbot designed to answer frequently asked questions and connect users directly with members of the customer service team.
Rasselstein remains a useful tool for users seeking complex answers. This is achieved through direct chat communication.
Companies are increasingly turning to Artificial Intelligence to put an end to the overwhelming volume of concerns they receive from users and customers. This technology facilitates flow management, since it avoids the use of e-mails to find out the reason for questions or suggestions.
The service platform allows customers to be attended regardless of the time of day, since even when they are international, there is the option to contact the representative at the moment. This kind of interaction occurs constantly, 24 hours a day, seven days a week, and in the meantime, customers from abroad are also receiving attention.
However, users will not have to be put off by cold treatment while shopping at SteelOnline, as the customer service team will ensure that they are adequately assisted.
Instead of allocating human resources for simple tasks, the main goal of the chatbot is to be a tool that streamlines those processes to free up efforts in our customer service team.
We offer our employees the ability to focus on customer service by diverting resources to this purpose.
Our company’s support team has been able to respond to our customers’ requirements more quickly because we have been attentive to their needs. This has made a significant improvement in the time it takes to provide them with the support they require.
Physicians have found that their work is becoming faster and faster and they have the opportunity to be more efficient, so they can spend more time discussing complex problems and questions with patients. This allows them to really enjoy their experience as medical professionals.
The feedback we receive from those companies that use our platform and chatbot on a regular basis reflects the success of this experience.
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