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03 Jun 2015

Banking on best advice: Wüstenrot Bausparkasse AG chooses novomind iCHAT

Ludwigsburg-based building society strengthening its customer focus and personal service also in its online channel

Wüstenrot Bausparkasse AG, the oldest Ger-man building society, has decided to avail itself of novomind’s e-communication expertise. Since February Wüstenrot AG’s “Member Savings” and “Member Mortgages” units have been using the no-vomind iCHAT module to strengthen the high quality of their advisory service also online.

Considering the complex requirement profile, the novomind iCHAT module brings the right level of versatility to the task. The complexity inherent the savings contracts and mortgages offered under the Ger-man Building Society (= “Bauspar”) Act puts a premium on a pro-active, fast, reliable and intuitively usable chat functionality. The availa-bility of additional communication channel highlights the society’s focus on customer advice. Customers and prospects visiting are offered live advice in a pop-up window shortly after having clicked on a particular page. A team of currently thirty chat executives then tend to the visitors, answering questions, giving infor-mation and referring them to local sales partners.

“We are very proud to have won such a high-profile client as Wüstenrot Bausparkasse AG who is famous for the quality of their customer ad-vice,” says Sylvia Feja, Head of E-Communication at novomind. Wüstenrot Bausparkasse AG plans to expand the module through the addition of further features.

novomind iCHAT is a module of novomind iAGENT, a web-based communication solution. This comprehensive e-communication solution revolves around a central user interface which integrates all contact channels from e-mail, fax and letters to text/video/audio chats, phone and social media - a central system for cross-channel, solution-driven customer service including a 360 degree customer view.