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24. March 2022

SOS Children’s Villages uses novomind service software

in Customer Service
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by Daniela Köhler

Publications officer

novomind iAGENT enables rapid response to hundreds of inquiries by letter, e-mail, chat and phone per day: integration of all contact channels into intelligent omni-channel customer service platform launched / automated processes reduce employees’ workload

The goals of SOS Children’s Villages are to give children a safe home and thereby make the world a little better. From donation receipts to sponsorships: to be able to answer the numerous questions and queries of donors and sponsors even more quickly in the future, SOS-Kinderdörfer weltweit Hermann-Gmeiner-Fonds Deutschland e.V. and its sister association SOS-Kinderdorf e.V. have opted for an intelligent software solution from Hamburg-based novomind AG. The two in Germany based support associations of the independent, non-governmental and non-denominational aid organization want to reduce their employees’ workload by automating processes. The omni-channel customer service platform novomind iAGENT facilitates the response to hundreds of inquiries per day and provides suitable standard replies. No matter which contact channel is used to ask questions, they are received centrally by novomind iAGENT. This permits efficient processing and shortens the response times.

The integration of the letter processing module has already begun. Further modules for inquiries by e-mail or text chat and for automatic call tickets for inquiries by phone will be added step by step.

“We are pleased that our software solution is used by SOS Children’s Villages, where it serves a good purpose. Automated processes help employees answer many inquiries in a short period of time. This reduces the workload on the service team, shortens response times and simplifies the communication with donors and sponsors,” says Stefan Grieben, CEO of novomind AG.

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