Mystery Mailing

In addition to telephone and stationary contacts, online contacts - via e-mail or forms on company websites - established as a further point of contact. Depending on the customer group they may represent even the main point of contact.

The more important it is in the online environment to establish and maintain clear standards for customer communication, because in contrast to other communication channels the asynchronism of the communication path plays an important role.

• What is the quality of my online communication?

• Does the channel transfer work, e.g. from email to phone?

These questions are asked by many companies - particularly service providers.

Mystery mailing provides answers to these very issues: the quality of the "virtual customer contact" via email will be measured objectively and can be improved.

Customer questions

• Are form, content and speed of email communication aligned and adequate to customer requirements?
• What opportunities exist to improve the quality of online communication?
• Are the standards up to date and are they consistently applied?