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Companies are not responding quickly enough to incoming customer e-mail inquiries
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On average, it takes companies three days to respond to customer queries – an e-mail management system reduces processing times by more than 30 percent
Intelligent e-mail management systems achieve a success rate of over 85 percent
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Hamburg, Germany, 29th January, 2004 –
While other communication channels have been optimized and improved consistently over the years, e-mail management still leaves a lot to desire. Many companies are taking too long to answer electronic customer inquiries. With e-mail response times in excess of three working days, companies are failing to exploit the full potential of the internet as a rapid, direct communication channel, concludes a study by M&Oh Research Services.
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To boost customer satisfaction, an intelligent e-mail management software solution is recommended. For example, novomind iMail™ from the Hamburg-based software concern, novomind AG,cuts processing times by more than 30 percent. One of the system’s main advantages: novomind iMail™ utilizes AI methodology to recognize, interpret and distribute incoming e-mails automatically. Companies with higher rates of incoming e-mail traffic have opted for novomind technology, including Bertelsmann DerClub and Travelocity. In the case of Bertelsmann Der Club, over 85 percent of the 1,000 e-mail received each day are forwarded automatically to the relevant service agents. Pressure is taken off service staff by generating semi-automatic and fully-automatic answers in response to standard customer inquiries.
novomind will be demonstrating how to achieve optimum customer service while cutting costs at this year’s CallCenterWorld® trade fair, taking place from 10th-11th February in Berlin (Halle, Booth D17).
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novomind AG provides software for the customer communications sector, enabling optimized processes and lower costs. The solution focuses on future-oriented service, efficient and personalized communication and higher-performance administration. The self-service solutions provide e-mail management, real time communication and automated customer services via virtual assistants known as novomind IQ agents™. Leading companies from across the market sectors – including Bertelsmann, Otto, Sparkasse Erlangen, BKK Gesundheit, Travelocity and T-Systems – have already successfully implemented novomind systems to optimize customer loyalty and boost turnover.
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