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Expert conference in Hamburg focuses on customer communication
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Self Service Conference 2005 on June 2nd, 2005, in Hamburg, Germany
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Online customer service pioneer novomind AG celebrates its 5th anniversary
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Hamburg, Germany, June 2nd, 2005 –
Many online shops have been unable to adapt to the service needs of their customers. And e-commerce customer demands are becoming increasingly complex. Few online shoppers today are willing to wait in line for telephone hotlines or e-mail responses. Instead, the customer searches the net for direct assistance. More and more internet shoppers see chats, forums and automatic responses to FAQs via e-mail management as a service must in the e-commerce sector. novomind AG has reacted to the new demands with its ”Annual Self Service Conference 2005", aimed at informing clients and partners of the newest trends and tendencies in the field of digital customer communication. A party to celebrate the company’s 5th anniversary took place directly after the conference in Hamburg’s Erotic Art Museum.
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Internet and e-mail are fast becoming the central customer communication medium in the e-commerce sector. And customers are no longer prepared to lose time queuing for call center services to resolve their product queries and problems. "Self Service" is the buzzword of the new millennium. Website shop chat rooms and forums enable customers to ask questions directly online, receiving rapid responses, for example, from a virtual assistant. In addition, e-mail FAQs can be answered fully automatically - making long queue times a thing of the past. All this is made possible by software solutions like novomind’s Self Service Suite™. The program package offers online shops the full range of digital customer service options, whatever the communication channel – e-mail, chat or virtual assistant. A single knowledge database provides customers with identical responses to identical queries across the communication channels.
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Since 2000, novomind AG has been developing solutions for the digital customer communications market. The one-time internet start-up has developed over the years into one of the leading providers of online customer communication solutions with a staff of around 50 expert employees. To mark its 5th anniversary, the company hosted an expert conference in Hamburg focusing on customer communications issues. The "Annual Self Service Conference 2005" took place in the Hotel Hafen Hamburg in the city’s harbor area. As well as talks on digital customer communication, participants were given a series of specialist workshops centering on current developments and trends in the e-commerce sector. And a range of examples of the current software package in action were provided to demonstrate the scope of the novomind Self Service Suite™ that received the ”Seal of Excellence in Multimedia 2005" at this year’s CeBit trade fair.
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novomind AG is the leading provider of 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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