Do you need help?

News Customer Service
28 May 2013

“Clara” - a friendly face to talk to at

Online shoppers now assisted by new virtual service advisor from the novomind lab

“Clara” is here! 
The virtual service advisor has been assisting online shoppers at since the beginning of May. Always with a friendly smile on her face, Clara provides customers with welcome assistance and helps them navigate the website with confidence. Her easily understandable advice comes fast and free - this is what good customer service is all about.

Clara, a new-generation avatar designed to improve the online shopping experience, is a creation of novomind’s development lab. The Hamburg-based e-business experts can draw on long-standing experience in developing and implementing smart and efficient solutions for today’s Internet world. In order to ensure that the avatar would meet the demands of modern online shopping, Clara was developed and implemented in close collaboration with Otto’s inhouse e-shopping experts.

Integrated self-service solutions
“Developing Clara was an exciting challenge for us because her implementation integrates all our communication solutions,” says Sylvia Feja, head of eCommunication at novomind. The priority was to integrate the self-service portal into’s customer service. If Clara should “feel” unable to answer a particular ques-tion, the user will be referred to the appropriate FAQ section. If the answer cannot be found there either, the shopper can choose between receiving a quick answer via a chat functionality and filling in a call-me-back form. Both options are supported by novomind solutions; while the chat option is based on the novomind iCHAT software, the call-me-back form is e-mailed directly to a customer service employee via novomind iMAIL. This means that online shoppers always receive an answer within the shortest possible time - and whatever option they choose, a novomind solution is in place to handle it efficiently. 

novomind AG:    
Since 1999 Hamburg-based novomind has been developing innovative eBusiness software solutions for the modern Internet world in four e-business segments: eCommerce (eShops and zoom server), PIM (Product Information Management), eMarketplace (marketplace integration) and eCommunication (solutions for contact and service centres).

In each of these performance segments, novomind ranks among the technology leaders in Europe. The company covers the entire digital value chain of trade and electronic customer communica-tions.

The Hamburg-based software firm is the fastest growing company in the fields of electronic customer communications and mail management (eCommunication). Its two product lines, novomind iAGENT™ and novomind Self Service Solutions, allow companies to integrate all their communication channels.

novomind currently serves more than 80 companies, including Targobank, Der Club Bertelsmann, Deutsche Rentenversicherung Bund, Ernsting’s family, EnBW, OTTO, QVC and Sixt.