Complex things explained simply: explanatory video production for Tchibo MOBIL

For Tchibo MOBIL, a German mobile phone provider, we developed topic-specific explanatory videos for their customer portal. The aim was to improve customer service, reduce call center inquiries and strengthen the service presence via the portal and YouTube.

Screenshot eines Erklärvideos, produziert von team neusta, im Tchibo Mobil Kundenportal

Project shortcuts

Tchibo MOBIL is a German mobile communications provider that was launched as a joint venture between Tchibo and Telefónica Germany in October 2004. As the first mobile phone provider in Germany, the company has established itself through attractive tariffs 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 sustainably strengthen the service positioning via various channels. The main objective was to improve customer service through visual explanatory videos and to make the customer approach more modern and attractive The project started in the fourth quarter of 2022 and is still running successfully today.

Effective solutions through moving images

Our many years of expertise in the field of moving image production and our proactive approach were decisive for the client. As early as the planning phase, we proved that explanatory videos are an effective medium for communicating complex customer topics simply and clearly. 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 the most customer-oriented, precise and understandable way possible - in short, concise video clips that are both informative and appealing.

Production phases of the explanatory videos for Tchibo Mobil

  • Concept

    At the start of the project, we drew up a detailed shooting schedule and defined the texts for the videos. The focus was on formulating the content precisely and comprehensibly in order to do justice to the complex topics.

  • Production

    During the production phase, we carried out the shooting days, during which we produced the introductions and endings for the videos in each package. This ensured a consistent and professional presentation of the content.

  • Post-production

    After production, the videos were edited and finalized. We used state-of-the-art technology to ensure 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 fulfill the release planning.

Added value of the explanatory videos in the customer portal

Increase in page impressions

The videos generated a higher click rate in the customer portal and on YouTube.

Relief for customer service

By sending links to the relevant videos, it was possible to optimize and shorten call center inquiries on the topics covered. was significantly reduced.

Improving customer loyalty

The modern and appealing presentation has contributed to the positive perception of the brand.

Produktion Behind the Scenes der Erklärvideos für das Tchibo Mobil Kundenportal

Production at the highest level

For the production, we used state-of-the-art camera, sound and lighting technology as well as professional software such as Adobe After Effects and Premiere Pro. In addition, Tchibo's voice AI was used to ensure brand-compliant dubbing. We used screen capture technologies to display mobile device features.

Moving images as the key to modern customer service

The collaboration with Tchibo MOBIL was a complete success. The numerous videos have noticeably eased the burden on customer service and raised the customer approach 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 show once again how moving image content can help solve complex tasks and support companies in achieving their communication and service goals. We look forward to continuing our collaboration with Tchibo MOBIL!

What our customer says

Nick Rostalski, Head of Customer Experience & DevOps at Tchibo MOBIL

“Thanks to team neusta's expertise, we were able to implement our help videos in a modular and efficient way. The mix of personal moderation by a Tchibo MOBIL expert and an animated main part, through which our ChatBot TOM guides, conveys the topics with a pleasant ease - a real added value for our customers!“

Portrait von Nick Rostalski von Tchibo MOBIL

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Michael Rocker

managing director

Dr.-Ing. Dennis Krannich

managing director