Personal consultations in the Internet – "Max" makes it possible
The virtual consultants offer the customer personal care in the online branch
Customers are satisfied with their new consultants
"Max" provides for personalized customer care in the Internet
"Max" enables banks to provide personalized customer care in the Internet. The virtual consultant, or novomind IQ Agent™, serves as a contact person for the customers for the credit institute on their website. "Max" offers service similar to what customers receive from consultants inside the branch, which puts an end to shortcomings of internet banking. Up until now, customers had been paying for round-the-clock service that lacked personal consultation. "Max", on the other hand, unifies the accessibility of the Internet with personal customer care. Sparkasse Erlangen has employed novomind’s virtual agents now for some time with great success. The internet presence was conceptu-alized and realized by the agency arsmedium.
Customers profit from "Max"
Max has at his command a wide range of specialized information and explanations regarding the individual products and services the bank has to offer. In addition, he helps with navigating through the homepage. The advantage: Customers quickly find their way around the homepage. Information and explanations are one element offered, but there is more to offering personalized consultations. Customers want fast and honest answers to their questions, and herein lies the limitations of other internet consultation services. Such weaknesses are foreign to "Max", because he understands questions posed in everyday language. This, in turn, allows the customers to quickly and competently answered in the Internet.
Both bank and customers are satisfied
Thomas Engelbrecht, Sparkasse Erlangen’s Director of New Media, sums it up, "The reactions of our users have been markedly positive. We can see this in the evaluations that ‘Max’ asks for at the end. The customers are above all enthusiastic about ‘Max’s’ professional competence and are pleased that he can quickly lead them to the information relevant to their needs. For us ‘Max’ is n superb aid in helping us find out where we should concentrate our communication efforts. Because we are able to track customer responses and inquiries more closely, we can easily see which questions should be addressed in more detail on our homepage and where exactly our customers’ interests lie. This of course helps us expand and improve our customer service."
Market information: Internet consultations relieve burden
Close to two-thirds of German banks will end up networking their branches together this year in systems full of loopholes. The reason: Providing customers with advice on site requires intensive efforts from human resources, which resultantly increases costs. This is where the Internet offers a way out. Costs in personnel and operations are up to ten times lower with the use of online transactions than with other communication channels. Yet saving money does not mean that the quality of customer care has to suffer. One possibility to achieve a balance between providing high-quality personalized customer care and a reduction in costs is by implementing virtual customer consultants.
novomind: Leading provider of intelligent software
novomind AG supplies software that optimizes processes and cut costs in customer communication. Future oriented service, personalized communication and increases in ad-ministrative efficiency are at the focus of each solution. Self-service solutions include email management systems, real time communication and automated customer service with virtual consultants (or novomind IQ Agents™). Renowned companies from different industries, such as Bertelsmann’s The Club, Otto, Sparkasse Erlangen, BKK Zollern-Alb, Travelocity and T-Systems credit novomind systems with the strengthening of customer loyalty and increases in turnover.