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Companies to invest in digital communication
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E-mail management systems make for satisfied customers
Interlinked communication channels boost customer satisfaction
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Hamburg, Germany, October 7th, 2004 –
In future, German companies will focus more strongly on digital technology to communicate with their customers. Two thirds of company representatives responsible for communication are aiming to increase e-mail marketing. 60 percent are planning on investing in e-mail management systems to simplify customer support. These are the results of novomind’s market research study "Customer Communication Trends". Interaction between the communication channels is becoming increasingly important. Three out of four believe that systems combining phone and e-mail channels will play a more significant role by 2006. For example, if a customer calls a company, all customer correspondence to date will be displayed on the service agent’s screen as soon as the phone rings. Together with their partners almato GmbH and CoreMedia AG, novomind AG’s Business Breakfast in Munich on October 29th will demonstrate what steps companies can take to improve their digital customer communication. The event will take place in the Dorint Sofitel Bayerpost Hotel and company representatives can sign up at www.novomind.de until October 22nd.
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Almost 76 percent of those responsible for communication see rapid e-mail reaction times as the decisive factor in ensuring successful customer communication. 37 percent of those who participated anticipate that slow e-mail processing and response times will be a problem in the future. They have good reason to believe this: according to novomind’s figures, even today, companies are failing to respond satisfactorily to a third of customer e-mails. To increase customer satisfaction, more and more companies are investing in technology that enables e-mails to be answered semi-automatically. Three out of five of those responsible for communication want to implement an e-mail management system in the future. In 2007, approximately $2 billion will be invested in these systems in the US alone.
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Participants in the study see the interlinking of the communication channels as an opportunity to upgrade their customer communication. Why? Three out of four see cross-channel customer communication as a way of improving customer communication as a whole. Only this would, for example, enable call center service agents receiving incoming calls to tell at a glance whether a particular customer has already asked a similar question by e-mail in the past, and check what response was provided. More than half of participating communications directors are therefore looking to combine telephone and e-mail systems in future.
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Rapid responses are the key to successful customer communication.
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novomind AG is the leading provider for digital customer communication solutions enabling optimized processes and lower costs. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and systems for 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, long-term 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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