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Sparkasse Erlangen now uses virtual agents by novomind
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Online consultations in realtime
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Max increases customer satisfaction, increases hits and reduces hotline inquiries
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Hamburg, Germany, 4rd August, 2003 –
Sparkasse Erlangen has added a virtual consultant (or novomind IQ™ agent) to its Internet presence. This agent, known to customers as "Max", serves as a personal contact to those who visit www.sparkasse-erlangen.de. He quickly entices customers to find out more information, answers questions in natural dialogue and advises in all areas regarding financial investment. This allows Sparkasse Erlangen to increase customer satisfaction among those customers who use its online banking services and reduces the number of hotline inquiries. In addition, "Max" draws more customers to the website, which increases its hit rate.
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The virtual angent supports Sparkasse Erlangen in redirecting the daily business that normally takes place inside of the branch to the Internet, while still allowing the customers to feel as if they have been personally consulted. This reduced stress upon the branches, leads to advantages in cost and also reduces administrative work for the bank clerks. Personnel and processing costs are reduced by up to ten times more than with other communication channels.
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novomind AG supplies software that optimizes processes and cut costs. Future oriented service, personalized communication and increases in administrative efficiency are at the focus of each solution. Self-service solutions include email management systems, real time communication and automated customer service with novomind IQ Agents™ (or virtual consultants). Renowned companies from numerous 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.
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