JURA continues to develop its customer service offering by launching video-supported and data-based advice with digital customer support. This free service enables customers to ask questions and share their coffee machine data remotely.
In 2023, the JURA telephone customer support team resolved 75% of all enquiries directly over the phone, but the company wants to increase this resolution rate and avoid unnecessary service cases.
JURA Australia managing director, George Liakatos said, “At JURA, our focus is on providing exceptional support to customers after they purchase one of our fully automatic coffee machines. We’ve streamlined our digital customer support to improve efficiency and satisfaction, allowing for video supported and data-based guidance.
“Now, customers can choose to explain their issues via video call, and, with consent, key data from their machine can be shared to give our advisers the information they need to assist effectively.”
Digital customer support is directly available to users of the J.O.E. app. The service is also available via JURA Live by requesting a session at jura.com, callers are sent a link by text message.
For customers, video calls make it easier to communicate their issues, reducing potential misunderstandings and ensuring that they feel understood. From the support team’s perspective, video telephony enables more targeted advice, allowing advisers to quickly assess the problem and deliver precise and effective solutions.