Customer queries: "No two answers the same"

Automatic customer self-service
Due to increased customer demand, digital media such as e-mail, the internet and online chats are becoming increasingly important. Two thirds of those in management are therefore planning to extend their e-mail management systems in future. These are the results of a recent study into customer communication trends carried out by the IT services provider, novomind AG, and the trade journal. TeleTalk. The study shows that over half the companies want to automate up to 50 percent of their e-mail processes. The aim is both to save time and money, and improve customer services overall. Two thirds of those who participated stated that future investments in customer communication would focus mainly on e-mail and internet communication. More than half believed it was important to be able to extend these systems over time.

Companies value tools that can be integrated into existing solutions
It is not uncommon for customers to receive different answers to an identical question. This is often the result of the variety of communication channels that a company offers it customers. If the channels are not linked, the flow of information is disturbed. Telephone service agents wait for information that the e-mail service department has long since received. Software providers offer multi-channel solutions to link and combine e-mail, chat, telephone and fax communication. All customer queries are first routed to a central distribution point. When choosing a communication solution, 60 percent of companies believe it is vital that the new software can be linked up to existing programs. Approximately 28 percent of the companies which participated already use software with multi-channel functionality. For example: if a customer sends his or her new address details, the new data are updated across the system and can be accessed for all channels. This enables customer queries to be processed faster and with a higher degree of interaction. The query is processed and the customer receives a satisfactory response.

novomind: software solutions for professional customer communication
novomind AG is the leading provider of digital customer communication solutions enabling optimized processes and lower costs. novomind’s products and solutions offer future-oriented customer service, competent, personalized communication and boost customer administration to achieve a more rapid return on investment and long-term, sustainable customer loyalty. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and systems for interactive communication in real time. The novomind services department develops complex e-business applications, including scalable online shop solutions. Leading companies from across the market sectors - including Citibank, Bertelsmann Der Club, EnBW, Mexx, Otto and Travelocity, as well as public sector representatives such as the German Federal Ministry of Health and Social Security (BMGS) - have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.

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