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by Daniela Köhler
Publications officer
Customer proximity on all channels / Central omni-channel solution enabling automation minimizes response times / Significantly improved accessibility via phone
Hamburg, 5 November 2024. Thalia, the leading bookseller in the DACH region headquartered in Hagen (North Rhine-Westphalia), wants to arouse enthusiasm for books, stories, and content at all touchpoints. For customer service in Germany and Austria, the retailer relies on the omni-channel solution novomind iAGENT from novomind AG to be close to its customers via all communication channels. All customer inquiries made via e-mail, live chat, WhatsApp, social media, and, as of this year, also via phone are received in a user-friendly central system and distributed automatically to customer service agents. This has further optimized the accessibility of Thalia’s service teams for customers.
Around 5,000 calls a day – 200 simultaneously at peak hours – are received by Thalia’s customer service which provides the customer support for the over 300 Thalia bookstores in Germany and Austria as well as for the company’s online shops. In order to minimize the response time for telephone inquiries, a call module has been added to the central novomind iAGENT contact center platform. 400 telephone numbers were redirected to it. Intelligent routing has significantly improved the direct accessibility via phone of Thalia’s customer service.
“Expert advice and excellent service take centre stage at Thalia – that’s what our customers appreciate and value. novomind’s omni-channel solution enables us to continuously improve our customer service and respond even faster and more appropriately to customer inquiries across all communication channels,” says Andrea Delker, Senior Manager Workforce Management & Service Center Support at Thalia.
novomind iAGENT is a modular, scalable solution that includes components based on artificial intelligence (AI). In order to make Thalia’s customer service accessible 24/7 in the future and to take the pressure off the service teams at peak hours, the integration of a chatbot, voicebot, and assistance systems as well as other process automation measures are planned.
“The integration of the call module is a further milestone in Thalia’s successful omni-channel strategy. This has taken customer service in the company’s bookstores and via its hotlines to a new level of efficiency,” says Stefan Grieben, CEO of novomind.
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