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von Daniela Köhler
Europe’s largest retailer of motorcycle clothing and accessories relies on intelligent omni-channel customer service platform from novomind / Single interface for all contact channels from call to e-mail and messenger to rating portals / No time-consuming switching between systems for greater service center efficiency
Offering motorcyclists the best customer service has been part of the success story of Detlev Louis Motorrad-Vertriebsgesellschaft mbH headquartered in Hamburg-Allermöhe for more than 80 years. By using novomind iAGENT, the omni-channel customer service platform from Hamburg-based software developer novomind AG, Europe’s largest retailer of motorcycle clothing and accessories is now shifting up a gear to further optimize the customer journey.
With over 80 stores in Germany, Austria, the Netherlands and Switzerland as well as online shops in seven languages, Detlev Louis is Europe’s first choice for biker gear. Personal customer contact and competent expert advice are key elements of the company’s success. Service requests and orders made by phone therefore play an important role in Detlev Louis’ customer service. The contact center receives around 60,000 customer inquiries a month on average, about half of them by phone.
In addition to all asynchronous channels, the novomind iAGENT Call module makes it possible to integrate calls into the flexible and powerful omni-channel contact center platform. All customer inquiries thus come in centrally in novomind iAGENT– no matter whether they are received via the telephone hotline for service and orders, Facebook Messenger or by e-mail. All requests are displayed to the company’s service center team on an intuitive and user-friendly interface, the novomind iAGENT Desk, which also includes “Trusted Shop” ratings. As a result, service center staff can keep a constant eye on all contact channels without having to switch between systems, devices and user interfaces.
novomind iAGENT permits the processing of several thousand, even multilingual, inquiries per day. Automated routing based on computational linguistic and semantic processes analyzes each inquiry in seconds and assigns it to a specific specialist or team. This ensures efficient distribution of inquiries in the service center. In the case of simple standard inquiries, suitable text modules are automatically suggested to support the service center staff in answering them.
“Personal and professional exchange with our customers is of vital importance to us. With novomind iAGENT, we have found a flexible software solution that allows us to merge the dialog with our customers on a single platform by integrating customer inquiries received by phone and in writing,” says Jan Ole Petersen, Head of Customer Relations at Detlev Louis Motorrad-Vertriebsgesellschaft mbH. The novomind iAGENT Call module offers a fully VoIP-based (Voice-over-IP) solution for successful customer experience management. Connection to existing CRM or ERP systems allows service center agents to view the entire order and customer history. This enables them to respond even better to customer inquiries.
“Our goal is to help our corporate customers maintain valuable and loyal customer relationships at all touchpoints of the customer journey. To achieve this, we provide customized solutions from our customer experience portfolio,” says Markus Rohmeyer, CPO – Product Management at novomind AG.
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