Sanding specialist Mirka is planning to take its customer service to the next level with trials of new digital communication channels which will include a guided self-service and a chat function integrated into a knowledge base platform. The new system is currently being implemented on a trialled basis by MIrka in Finland and in the UK and Ireland.

Mirka's new guided self-service Power Tools Warranty Registration is also providing information on how to do the warranty registration of Power Tools. The guided self-service is an efficient way of taking care of routine matters, as well as serving as a smart 24/7 self-service solution for customers. The service contains information and knowledge that customer service staff are frequently asked about regarding warranties and tool repairs.

The guided self-service and the chat channels are being trialled until the end of February. Based on the feedback, the new digital channels will be stabilised, and the content of the knowledge base will gradually be expanded.