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Online retailers fall short on cross-selling and up-selling
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Half of all online customers are not happy with service
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novomind Self Service Suite™ increases sales potential
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Hamburg, Germany, June 20th, 2006 –
The German online retail trade is badly placed for cross-selling and up-selling. Above all, poor cus-tomer care keeps sales down. Around half of online shoppers are not happy with the services provided by virtual department stores. The result: an annoyed response from customers, who refuse to buy additional or higher-value products. As a consequence, the retail companies lose out on potential business profits worth approximately one thousand million euros a year. This was the result of a projection calculated by the Hamburg software company novomind.
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Customer service is a sales lever online retailers still underestimate. Only every fourth seller considers it important to cultivate existing customers. A short-sighted decision, since some eight out of ten customers go back to companies that know what they want. In the digital sales world, too, excellent customer care is one of the most important prerequisites for turning consumers into satisfied customers. Customers have high expectations. Every second customer would, for example, like to have a virtual shop assistant to accompany his or her shopping trip with useful information. The majority of online shoppers expect to receive a reply to their e-mail enquiries within a day. Yet things often look very different in reality. In many cases, the companies lack the modern solutions to offer speedy and competent customer care on the Net.
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Not quite one in four online shops use a professional e-mail management system like novomind iMail™. This program classifies, interprets and distributes incoming e-mails, faxes and phone calls to the appropriate consultant according to content and weighting. A central database with draft replies helps employees to answer enquiries. The benefit: processing time is greatly reduced. On top of that, the system can be directly connected to existing CRM systems so that the service staff immediately have all customer data at their fingertips and can make appropriate cross-selling and up-selling suggestions. The software package Self Service Suite™ not only contains an e-mail management module, but also covers all communication channels to the customer in a single solution. Whether via e-mail, the Internet or on the phone—customers always receive the same answer to a problem on all communication channels. Unlike with traditional communication solutions, customer service staff do not have to rely on different databases. As a result, the quality of customer care is far better.
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novomind is a software developer in Hamburg and the fastest-growing company in the field of electronic customer communications and mail management. As the leading provider of innovative solutions for digital customer communications, novomind AG provides software for service-oriented and personalised customer dealings. The software not only optimises efficiency in customer administration significantly, it also gives the user a faster return on investment. The portfolio of the Products division includes the novomind Self Service Suite™. The software package contains all the communication modules necessary for a customer service centre on a central knowledge basis: e-mail management, virtual customer consulting and systems for interactive, real-time communication. The novomind AG Services division implements complex e-business applications. More than 40 major companies have already decided in favour of novomind technology, among them Citibank, Otto, Yello Strom and the German pension institution Deutsche Rentenversicherung. Club Bertelsmann, EnBW and Mexx as well as public-sector users, such as the German Bundestag (parliament) and the German Department of Trade and Industry, have already successfully introduced novomind systems to optimise their customer communications, turnover and PR.
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