Bild.T-Online: new software for better customer service
Bild.T-Online extends its e-mail management system
Improved customer service takes center stage
Increased speed and efficiency while processing e-mails from Bild.T-Online customers
Bild.T-Online, a joint venture between the Axel Springer publishing house and T-Online, now reacts more rapidly than ever before to incoming customer e-mail requests. The leading general interest portal has implemented software provider novomind AG’s e-mail management system, novomind iMail™, to provide ongoing customer care for "Volks-Karte" cardholders. A database connection enables the system to identify customers and forward the request, the relevant customer data and a suggested e-mail response on to care center service agents for further processing. This enables Bild.T-Online to increase the overall quality of customer communication and cut customer service costs.
novomind iMail™ analyzes e-mails and helps customer service agents create a suitable response
Bild.T-Online receives a large number of e-mail requests each day. The novomind iMail™ program independently interprets the e-mail text, recognizing, for example, whether the sender is an existing customer or is just looking to find out more. Based on this analysis, the system provides service center agents with response text modules – in each case depending on the questions asked in the original e-mail. To access background data available as quickly as possible, the system displays a full list of customer data on the service agent’s desktop, thanks to a connection between novomind iMail™ and the central customer database. The result: customer queries are dealt with individually and rapidly.
Bild.T-Online is the exception that proves the rules: many companies leave customer queries unanswered or are extremely slow to react.
Bild.T-Online´s rapid reaction to customer queries is not the norm in Germany. Projected figures from novomind AG indicate that 18 million customer e-mails a day are left unanswered by German companies struggling to keep up with the flood of incoming customer e-mails. The problem: one in ten internet visitors are looking for more information than the visited site is able to provide and request more details by e-mail. And even where internet business is concerned, companies are lagging behind. For example, last minute travel providers fail to answer one in four e-mails from potential customers. One in ten travel agencies took longer than two days to answer a simple customer request.
novomind: software solutions for professional customer communication
novomind AG is the leading provider for digital customer communication solutions enabling optimized processes and lower costs. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and systems for interactive communication in real time. The novomind services department develops complex e-business applications, including scalable online shop solutions. novomind’s products and solutions focus on future-oriented service, efficient and personalized communication, and higher-performance administration. A rapid ROI is guaranteed and ongoing, long-term customer loyalty ensured. Leading companies from across the market sectors – including Bertelsmann Der Club, Otto, Sparkasse Erlangen, BKK Gesundheit, Travelocity and Hannoversche Leben, as well as public sector representatives such as the German Federal Ministry of Health and Social Security (BMGS) – have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.