Do you need help?

News Shop
25 Aug 2016

Fast and on all channels: novomind integrates e-commerce and customer service

At the dmexco fair, the software experts from Hamburg show the fastest routes to the complete web shop / Mobile first with the novomind iSHOP app

Available anywhere, easy to use and customer-friendly at all times – these are the key factors for a successful web shop. At this year’s dmexco fair, which will be held in Cologne on 14 and 15 September, novomind will show how online shopping can be made even easier and customer service can even more effectively be aligned with customers’ wishes.

The novomind iSHOP app and a video chat channel are two new offerings from the Hamburg-based software experts which will further enhance the user experience of online shoppers. Visitors will also have the chance to test the central elements of novomind’s integrated commerce and customer service solutions at Booth C 043 in Hall 6 - novomind iSHOP, novomind iPIM, novomind iAGENT and novomind iMARKET ensure successful omni-channel commerce with high-quality product management and international reach.

“If you want to be successful in today’s omni-channel commerce, you need to integrate e-commerce and customer service. This applies not only to the technology but also to the strategy of the company,” says Stefan Grieben, COO of novomind. novomind’s software solutions therefore aim to offer an all-in out-of-the-box solution for omni-channel commerce from a single source. All novomind solutions can be sourced from the private cloud. This allows a fully functional and customised web shop to be launched within only two to six months.

The new fully integrated native novomind iSHOP app ideally complements the novomind iSHOP system. The complete content for the app is managed directly from novomind iSHOP’s central shop management function. Compared to mobile stand-alone solutions, this makes management much more efficient. This deep integration moreover permits to benefit from uniform personalisation as well as central tracking within novomind iSHOP. This optimally mirrors the customer journey: Synchronised shopping lists, shopping carts and product categories between the app and the desktop become standard features. The software-as-a-service offering means that customers always get the latest version and are regularly supplied with updates for new operating systems such as iOS 10.

Audio and video chats are other effective web shop functions. The novomind iCHAT module relies on WebRTC (Web Real Time Communication) technology and thus enables a direct audio and video chat between the user and the dealer – with no prior software download required. The audio chat may proactively be shown to the customer during the ordering process (push-to-talk), and the chat may be started immediately. Personal advice via video chat is recommendable for more complicated products and is now possible at any time. The video chat also facilitates the legally binding online identification of the customer, e.g. for a credit agreement.

novomind at dmexco: Hall 6, Booth C 043