One in five online buyers expect feedback within four hours
Facebook and Twitter not yet firmly established as service channels
Online customers don’t want to wait
Electronic customer service brings Germany’s contact centres out in a cold sweat. One in five online customers want to receive a reply within four hours; 12 per cent even expect a response in less than two hours. If the companies take longer than a day to reply, 66 per cent of their customers are dissatisfied. These are the findings of a representative survey of Internet customers on the latest novomind purchasing power index.
Better interaction between people and technology needed
Delays in e-mail correspondence with the customer are something companies cannot afford, since they otherwise risk losing their customers. Greater speed cannot be allowed to compromise quality. “The role of interaction between technology and agents at the customer service centres is becoming increasingly important,” says Peter Samuelsen, CEO of novomind. “Enquiries submitted by e-mail or online contact form must immediately be sorted according to priority and assigned to an agent. Greater workplace transparency, for example through the implementation of standard software, helps to speed up the work of the contact centres without raising staff stress levels and thus also the risk of errors,” says Samuelsen.
Customers are still more patient on Facebook and Twitter
The success of social media is set to further speed up customer service. More and more, the “always-on” generation is transferring its Internet communication expectations to the online trading companies. At the moment, the contact centres still have the time to respond because the majority of customers still don’t consider Facebook or Twitter relevant as customer service channels. More than 40 per cent of respondents admit that they don’t care how long they have to wait for replies to enquiries they place via social networks.
Gold-digger mood rife in social media customer service
The forerunners on the social CRM front are turning this situation to their advantage and stepping up the technical integration of the social media channels in an effort to set themselves apart from their competitors. They use software to seek and examine feedback customers have posted, for example in forums and on Facebook. Depending on the contents and tone of this feedback, a contact centre agent will respond by posting a comment. “At present, companies still have a real chance of positively surprising their customers and not just of meeting their expectations,” says novomind CEO Samuelsen.
Since 1999, Hamburg company novomind has been developing innovative e-business solutions for the modern Internet world in four e-business disciplines: e-commerce (e-shops and zoom server), ePDM (electronic product management), e-marketplace (marketplace integration) and e-communication (solutions for contact and service centres).
novomind is a European technology leader in every service segment and covers the whole digital value-adding chain in retail and electronic customer communication. The Hamburg-based software house is the fastest growing company in the fields of electronic customer communication and mail management.
The Hamburg-based software house is the fastest growing company in the fields of electronic customer communication and mail management (e-communications). With the two product lines novomind iAGENT and novomind Self Service Solutions, businesses now have the opportunity to integrate all of their communication channels into one system.
novomind AG is currently assisting more than 80 companies including Targobank, Der Club Bertelsmann, Deutsche Rentenversicherung Bund, Ernsting’s family, EnBW, gebrüder götz, OTTO and QVC.