E-mail customer communication: four out of five companies see room for improvement
One in twelve e-mails is left unanswered
Four out of five companies recognize a need for change
Companies are looking to boost communication
Many German companies are failing to meet the challenge of communicating by e-mail with current or potential customers: for example, one in twelve customer e-mails is being left unanswered. Because of this, 80 percent of companies are looking to improve the way that they communicate with customers via e-mail. These are the results of a recent market research study carried out by the IT services provider, novomind. During their upcoming "novomind Business Breakfast" for customer contact center specialists and executives, the Hamburg-based software provider will be demonstrating solutions designed to facilitate customer communication. The Business Breakfast will take place on April 8th, 2005, in the Hamburg SIDE Hotel. Those interested in participating have until April 5th to register at www.novomind.de.
Automatic processes generate rapid and relevant responses to make hotline queues a thing of the past
E-mails are an increasingly vital means of communication. The problem: many companies are not in a position to process incoming e-mails efficiently. This means that customers often have to wait several weeks before a service agent is able to answer their e-mail request and address their question effectively. Intelligent customer communication systems enable companies keep up with the flow of incoming e-mails by helping contact center service staff process customer requests more efficiently. Whether dealing with e-mail phone or chat requests, software solutions such as the novomind Self Service Suite™ guarantee improved customer satisfaction across the communication channels – optimizing processing times and slashing contact center costs.
novomind’s Business Breakfast introduces participants to customer-friendly solutions
During the "novomind Business Breakfast", specialist and executive contact center representatives will have the opportunity to discuss customer communication questions. In cooperation with almato and T-Systems, novomind will present a series of live examples to demonstrate the different ways in which their solutions can be implemented in a company contact center. The main focus will be on multi-channel communication and self service, software-supported quality assurance, coaching and ways of optimizing call center offerings. The Business Breakfast will take place on April 8th, 2005, at the SIDE Hotel in Hamburg. Those interested in participating can sign up at www.novomind.de until April 5th.
novomind: software solutions for professional customer communication
novomind AG is the leading provider of 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.