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novomind Products
The novomind Self Service Suite™ – interlinking solutions is the key to success
We are entering a new era in company-client communications: in future, a single communication solution will cover all customer communication channels. The new technology eliminates the patchwork of individual stand-alones, replacing it with just one standardized communication management tool that utilizes a single, central knowledgebase. Connectivity with existing CRM solutions provides a unique opportunity to access available corporate knowledge and customer data from all communication channels and harness that knowledge to provide customers with better and more personalized support.
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- offering you decisive advantages.
1_Consistency. Identical responses to identical queries. 2_Speed. DRapid response to customer queries. 3_Transparency. Keeping track of requests. 4_Productivity. Less effort required thanks to (semi-)automation. 5_Research. Creating customer profiles. |
The novomind Self Service Suite is a multi-channel software package. It contains communication modules designed to meet customer service center needs in full:
E-mail management system novomind iMail™ processes e-mails efficiently. Both the novomind TrueTALK™ live chat system and the software used to set up and manage the virtual assistants known as novomind IQ™ agents provide customers with online self-service.
The entire knowledgebase is administrated and maintained centrally. Modifications and updates are available instantly – and across the communication channels.
The knowledgebase contains at least the knowledge to manage the dialog with the customer.
If a customer informs the company of a change of address by e-mail, the contact center agent is able to make
the relevant changes instantly. Even the full contact history for individual customers can be viewed and updated at all times by
connecting the knowledgebase to available systems.
The new technology boosts processing quality for incoming customer requests. Service level targets can be maintained and improved, even if the number of incoming requests comtinues to rise. The novomind Self-Service Suite enables your customer contacts to be documented in full and significnalty reduces the cost of processing customer requests.
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