myToys.de implements novomindiMail™ to guarantee successful customer service
The e-mail management system’s fully-developed technology and easy-to-use supervising functionality win over myToys.de
Future customer requests will be processed faster while keeping processing quality as high as ever
Short implementation times and ease of use make novomind iMail™ a winner
In future, online toy retailer, myToys.de, will be using the novomind iMail™ e-mail management system software. The company is aiming to make its prize-winning customer service even better. myToys.de were won over by the fully-developed technology, user-friendly supervising functionality, modular structure, short installation time and the ergonomically, easy-to-use application interface.
novomind iMail™ replaces Outlook
Until now, myToys.de used Microsoft’s standard program, Outlook, to deal with incoming customer e-mails. Now, Outlook has been replaced - with novomind iMail™. novomind specialists worked in close collaboration with myToys.de to implement the new software in just eight weeks. The aim is to increase productivity in the customer management department.
myToys.de: "Only satisfied customers can guarantee corporate success in the long term"
"The number of e-mails is increasing exponentially - especially now, in the run-up to Christmas - and we needed to take steps to find an alternative to the system we had been using up till now. By implementing novomind iMail™ we hope to see not just a significant increase in productivity, but also a high e-mail response quality as well, thanks to the system’s sophisticated content analysis, user-friendliness and ease of administration,", says Kai Westphal, customer services director at myToys.de. Oliver Beste, myToys.de managing director, adds: ”Only satisfied customers can guarantee corporate success in the long term. This is why we’re not just looking to maintain our customer service standards - we want to keep making them better." No other company in Germany can match myToys.de for the quality and speed of their e-mail replies to customer queries, as a cross-market e-mail response study has shown. Germany’s 50 most profitable companies, 20 largest banks and 10 biggest online retailers were put to the test.
Better, faster processing of customer requests
novomind iMail™ will help myToys.de answer customer tickets even faster and more effectively in future. The software’s minimum recognition rate of 80 percent enables it to interpret and categorize incoming questions. It automatically recognizes billing queries and forwards them on to the relevant customer service agent. What’s more, novomind iMail™ generates automatic responses to standard queries. When dealing with more complex requests, the system provides suggested responses which can then be checked and modified by expert agents before dispatch. Service quality is improved and personalized customer communication guaranteed.
myToys.de offers products to suit the whole family
myToys.de GmbH is an online mail order provider and was founded in August, 1999. As well as its range of toys, myToys.de offers a family-oriented product palette that ranges from baby clothes and accessories to materials for final year high school students, and is divided into thirteen different shop departments.
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 novomind products and solutions offer future-oriented customer services and effective, individual communication, as well as more efficient customer administration. A rapid return on investment and long-term customer loyalty are guaranteed. The product department’s portfolio includes the novomind Self Service Suite™. The software package contains the full range of communication modules needed for a customer service center: e-mail management, virtual customer assistance and systems enabling interactive, real time communication online - all in one, centralized knowledge database. The novomind services department develops complex e-business applications that include scalable online shop solutions. Leading companies from across the market sectors - including Citibank, Der Club Bertelsmann, EnBW, Mexx, the Otto concern and Travelocity, as well as public sectors representatives - have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.