Shortcuts to the project
Tchibo MOBIL is a German mobile phone provider that was launched in October 2004 as a joint venture between Tchibo and Telefónica Germany. The company has established itself as the first mobile phone provider in Germany to offer attractive rates and customer-oriented services. Our task was to create themed explanatory videos for the Tchibo MOBIL customer portal. These videos were not only to be integrated into the portal, but also made publicly available on YouTube in order to strengthen the service positioning across various channels in the long term. The main goal was to improve customer service through visual explanatory videos and to make customer communication more modern and attractive. The project started in the fourth quarter of 2022 and is still being successfully continued today.
Effective solutions through moving images
Our many years of expertise in the field of moving image production and our proactive approach were decisive factors for the customer. Even in the planning phase, we demonstrated that explanatory videos are an effective medium for communicating complex customer issues in a simple and clear manner. Together with Tchibo MOBIL, we analyzed the challenges and developed tailor-made solutions, which we presented with a convincing concept and implementation expertise. The biggest challenge was to present complicated and complex issues in a way that was as customer-oriented, precise, and understandable as possible—and to do so in short, concise video clips that were both informative and appealing.
Our project approach
Concept
Zu Beginn des Projekts erarbeiteten wir einen detaillierten Drehplan und definierten die Texte für die Videos. Dabei lag der Fokus darauf, die Inhalte präzise und verständlich zu formulieren, um den komplexen Themen gerecht zu werden.
Production
During the production phase, we carried out the shooting days, during which we produced the introductions and conclusions for the videos for each package. This ensured a consistent and professional presentation of the content.
Post-production
After production, the videos were edited and finalized. Using state-of-the-art technology, we ensured that the videos were visually appealing.
Feedback loop
Finally, Tchibo MOBIL was given the opportunity to provide feedback on the videos produced in a correction loop. We immediately incorporated this feedback into the final versions to ensure customer satisfaction and meet the release schedule.
Added value of explanatory videos in the customer portal
Increase in page views
The videos generated a higher click-through rate on the customer portal and on YouTube.
Relieving the burden on customer service
Call center inquiries regarding the topics covered were optimized and reduced by sending links to the relevant videos. was significantly reduced.
Improving customer loyalty
The modern and appealing presentation has contributed to the positive perception of the brand.
Moving images as the key to modern customer service
The collaboration with Tchibo MOBIL was a complete success. The numerous videos have noticeably reduced the workload on customer service and taken customer communication to a new level. Thanks to the successful implementation, we were not only able to increase customer satisfaction, but also lay the foundation for a long-term, trusting partnership. With this project, we were able to demonstrate once again how moving image content can contribute to solving complex tasks and support companies in achieving their communication and service goals. We look forward to continuing our collaboration with Tchibo MOBIL!
Do you want to modernize your communication and explain complex topics in a simple way?
