kundeservice

Kundeservice, or customer service in Norwegian, refers to the activities that organizations use to assist customers with questions, problems, and needs related to products or services. It covers interactions before, during, and after a purchase and aims to improve satisfaction, resolve issues efficiently, and build long-term customer loyalty.

Contact is typically offered through multiple channels, such as telephone, email, live chat, social media, and in-person or self-service portals. Modern kundeservice emphasizes accessibility, quick response times, and consistent help across channels, with multilingual support where appropriate.

Internal processes support these goals through ticketing systems, knowledge bases, FAQs, and clear escalation paths. Key performance indicators include response time, first contact resolution, customer satisfaction (CSAT), net promoter score (NPS), and adherence to service level agreements (SLA). A well-maintained knowledge base reduces repetitive inquiries and speeds resolution.

Roles commonly include kundeservicerepresentanter or support agents, help desk technicians, and specialists for billing or technical issues. Effective kundeservice relies on communication skills, product or service knowledge, empathy, active listening, and problem-solving abilities, along with ongoing training and quality assurance.

Trends in kundeservice include omnichannel integration, automation and AI-powered chatbots, and self-service options such as FAQs and guided troubleshooting. Challenges include ensuring consistent quality across channels, data privacy and security, and managing costs while sustaining customer satisfaction.