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Looking for that little bit extra? Companies are cloning their best sales assistants online
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In future, one in two companies will invest in digital sales assistance
More and more virtual agents are providing sales support and advice on the internet
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Hamburg, Germany, September 16th, 2004 –
German companies are upgrading their web-shops. In future, one in two companies aims to offer virtual retail assistance online to provide customers with efficient support and simplify the online purchase process. For example, the system would recommend related products based on purchases made by similar customers. Almost a quarter of all those responsible for customer communication are investing in an even more effective solution by cloning their best sales representatives. Virtual sales agents support customers throughout an online shopping session, providing navigation assistance and direct answers to user queries. These are the results of the market research study "Customer Communication Trends", commissioned by novomind AG in cooperation with Inworks GmbH.
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Why implement a digital assistant? The importance of the internet as a retail outlet is growing constantly. Half of those responsible for communication predict that the number of online queries is set to increase rapidly. About 75 percent of decision makers want to spend more on this communication channel in future. The advantage: the costs are significantly lower compared to other retail channels. For example, a telephone call costs a customer six to eight Euros. Virtual support, however, costs between 50 cents and one Euro. But customers expect efficient service online as well as offline. A simple online catalog and order form is rarely enough. Modern service and support systems are required to replace top sales personnel and encourage customers to buy online. The more trust the customers can place in these agents, the lower the need for traditional support. The advantage for the company: a reduction in both personnel requirements and costs, especially for low-margin products.
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Online shop inhabitants offer internet customers an individual buying experience. They present individual products and help online shoppers select the right item. In addition, virtual customer service assistants boost customer loyalty in the e-commerce sector: they record online customer preferences and address these directly when the customer returns to the site. Even if the agent is unable to provide the required information, the customer is not left out in the rain. Complex queries which could not be processed using artificial intelligence are transferred automatically to a company call center.
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The current study – "Customer Communication Trends" – is based on the results of an online poll commissioned by novomind AG and carried out in July, 2004, in cooperation with Inworks, specialists for poll and complaints management software. 118 company representatives responsible for customer communication participated. A hard copy of the study can be requested free of charge by sending an e-mail to novomind at pr@novomind.com.
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novomind AG provides software for the customer communications sector, enabling optimized processes and lower costs. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and interactive online applications enabling 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 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.
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