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Mail-order companies speed up customer communications
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novomind software reduces response time to customer enquiries
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On-demand services make customer dialogue services calculable
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Hamburg, September 12th 2007 –
Familiar mail-order platforms such as Otto.de, Bertelsmann Der Club, Baur Versand, buch.de and shopping24 are now conducting communications with their customers with the aid of intelligent software. This is the retailers’ response to the, since 2002 rapidly increasing number of online shoppers. A trend that has caused not only sales to soar, but also the number of enquiries submitted via e-mail or Web form. In order to keep up with this flood of enquiries, the big mail-order companies are now managing their electronic customer communications using modules from the novomind Self Service SuiteTM. The software covers all customer dialogue channels. Highly automated procedures and a central knowledge database ensure the required efficiency and despite the rising volume of enquiries, they can be answered within a short time. The cost per enquiry can be considerably reduced - in e-mail management by at least a third.
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The e-mail management system novomind iMail™ interprets, classifies and distributes incoming e-mails. At the same time, automatic reply suggestions are compiled from the central knowledge database. Here the software achieves a hit rate of at least 80 per cent. The live-chat system novomind trueTALK™ and the management software for the virtual service agent - novomind iQ™ - enable customers to obtain the information they seek in real time.
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The use of novomind technology has brought about a significant improvement in the quality of the retailers’ enquiry processing. The mail-order giants Otto and Baur Versand, for example, have greatly automated their e-mail management systems. This leaves service agents more time to advise customers as they no longer need to reply to frequently asked standard questions. In order to increase this effect and at the same time to make their online platforms more attractive, many retails have introduced virtual service agents. These mostly cartoon figures help customers to find their way round the online shops and answer the usual standard questions. The online tyre dealer reifen.com has even used the novomind software to replace its previous IT solutions with a full, standard communication management system using all the components of the novomind Self Service Suite™.
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With novomind iMail™ on demand, retailers can also obtain an e-mail management solution on a monthly hire basis, without having to acquire a full licence. This means that the retailers have state-of-the-art technology constantly at their disposal. They do not need to set up their own IT infrastructure since hardware and system implementation are outsourced. This frees up IT capacities that can be used for strategic projects. What’s more, the retail companies do not need to tie up capital in systems of their own. This pays off especially with business-management software. Depending on the application, it can release 30 to 80 per cent of the budget for other purposes.
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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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