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Chatting as a job: direct customer support on the Net is becoming more and more important
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17 per cent of online shoppers would like to receive personal assistance on the Net
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Electronic sales personnel make for customer loyalty
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Hamburg, January 30th 2007 –
47 per cent of Internet users in Germany regularly exchange information in chat forums and news groups. It’s the fast, direct contact, in particular, that makes chatting so attractive. Businesses are still turning the onliners’ predilection far too little to the advantage of their own Internet customer communications. Seventeen per cent of online buyers would like to receive more assistance when shopping, for example in the form of a personal contact on the website, who would advise them in real time. These were the findings of the E-Shopping Trend survey conducted by novomind in collaboration with wiwo.de and handelsblatt.com.
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The use of live support on the Internet can pay off, particularly with products and services that require a high level of consultation, such as travel or insurance. Purchases are often not finalised because the customer’s questions remain unanswered. Online shops are often only moderately successful because they are unable to give their customers any active assistance in deciding on a purchase. Consultation via live chat is especially ideal for solving this more complicated type of problem. The great advantage of real-time communication is that the customer can contact a customer service agent direct—in other words, without picking up the phone or opening an e-mail window. This makes it possible to reply far more quickly to customer enquiries. As a result, the number of purchases increases. What’s more, real-time online assistance costs only a quarter of the telephone alternative.
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With the intelligent E-CRM software solution novomind TrueTALK™, for instance, a live operator can deal with up to four customers at once. It takes a website visitor no more than a simple mouse click to contact a customer service agent and ask questions in real time. The software then draws on a central knowledge base and supports the service agent by suggesting predefined replies, on which he or she can enlarge to suit the customer’s needs.
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novomind AG will be exhibiting at CallCenterWorld in the Estrel Convention Center Berlin, hall 5, stand A2, from 27 February to 1 March 2007. Among other things, the IT service provider will be presenting Version 5.0 of the multichannel-capable software solution novomind Self Service Suite™.
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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 Bund. 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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