Yasmin Altmann

In today’s digital world, where customer service is increasingly automated, the chat-human handoff plays a crucial role. This technology allows companies to offer the perfect mix…

Artificial Intelligence (AI) has revolutionized the way businesses operate and interact with customers. A central component of this development is AI Agents, which are autonomous…

In today’s fast-paced corporate world, the term “Employee Experience” (EX) has gained significant traction. Much like customer experience focuses on how customers perceive their…

In today’s digital world, NLP chatbots have become an indispensable tool. But what exactly does NLP mean, and why is it so crucial for the development of modern chatbots? Natural…

In today’s competitive business world, customer centricity is more than just a buzzword. It is a crucial strategy that can make the difference between success and failure…

In today’s highly competitive business world, effective customer relationship management (CRM) is crucial to a company’s success. It is a strategic approach that aims to focus on…

Conversational Commerce is an emerging technology in e-commerce that has the potential to revolutionize online shopping. By utilizing messaging apps, chatbots, and voice assistants…

The Customer Lifetime Value (CLV) is a crucial metric that measures the total revenue potential a company can expect from a customer over the entire duration of their relationship…

The Customer Satisfaction Score (CSAT) is an important metric that companies worldwide use to measure the satisfaction of their customers. This simple but meaningful indicator can…

FAQ automation, also known as Frequently Asked Questions automation, is a growing field in customer service and artificial intelligence. By automating FAQs, companies can improve…

Machine learning (ML) is an exciting and rapidly growing field of computer science and artificial intelligence that deals with the development of algorithms that can learn from…

Natural Language Processing (NLP) is a revolutionary field of computer science and artificial intelligence that enables interaction between computers and human language. Through…

Customer loyalty is a crucial factor for the long-term success of a company. By encouraging repeat purchases and converting walk-in customers into loyal repeat customers, companies…

Live chat has revolutionized the way companies communicate with their customers. By offering real-time support and personal interaction, live chat has elevated customer service to…

In today’s highly competitive business world, customer experience (CX) has become a key differentiator. CX encompasses all interactions a customer has with a company during their…

Generative AI chatbots have revolutionized various industries by automating tasks such as creating suggestions, researching topics, writing snippets of code and composing emails…

Artificial intelligence - definition Artificial intelligence (AI) is a technology that enables machines to simulate human intelligence. This includes learning, problem solving and…

What is customer self service? Self service is a concept in which customers independently use certain services or products without having to rely on the help of staff. This…

Conversational design is an emerging field in the digital environment that aims to make technology more human-like and intuitive. In this article, we will deal with the basics of…

According to this year’s customer service study by Capterra, almost 40% of customers of various companies wait more than 5 minutes to be connected to a service employee. The…

Communication in an online company is crucial for the success and efficiency of the company. By using different communication channels and strategies, employees and teams can work…

Customer service definition The term ‘customer service’ refers to the entirety of all services and measures that a company offers in order to process customer inquiries, requests…

Customer service is dynamic and constantly evolving. New technologies are constantly emerging, with efficiency and customer experience being the top priorities. As a result…

Customer Journey definition Customer Journey refers to the overall path a customer takes from the moment they become aware of a product or service, through the process of…

First Level Support Definition First Level Support is the first point of contact for customer inquiries, technical problems, questions or faults. This support level aims to solve…

In modern customer service, chatbots have a crucial role to play as they can increase efficiency and improve customer satisfaction. They are available 24/7, provide instant…

What is a chatbot? A chatbot is a computer program designed to automatically communicate with humans via text or voice. Chatbots are commonly used in messaging platforms, websites…

Who is Pool Chlor Shop? As a distributor of water care products, pool chemicals and pool accessories, Pool Chlor Shop has a high volume of inquiries, especially during the summer…

Small History of AI Artificial Intelligence is around us every day. There are voice assistants, automated services, and it’s even used in the medical field. Still every new…

A few weeks ago, we published an article about ChatGPT in which we talked about the platform in general and asked ourselves what challenges still need to be solved in order to be…

The e-mail customer service channel has been an established part of most companies since the 1990s and is still one of the most popular support channels today. Contact via e-mail…

Introduction - What is ChatGPT? ChatGPT is the talk of the town - and for good reason: the new chatbot model is particularly good at talking to people. The big leap from previous…

With increasing digitization, the expectations of customers also grow. Especially in customer service, you should keep up with the times and not ignore modernization, because for…

A company can only offer its customers the best customer service if the internal product and service knowledge is organised in such a way that employees can access it quickly. In…

Successful business models are often based on the ability to build customer relationships and maintain them in the long term. Customer centricity is an important topic, because it…

Elektro Wandelt puts their customers first at all times. The company aims to provide friendly, solution-oriented and, above all, expert advice. It thereby relies on a mix of…

Chatbot Wiki – What is a chatbot? A chatbot is a text-based dialogue system with which users can get in touch with companies. In doing so, the system draws on a pre-built knowledge…

Mister Spex is Europe’s largest online optician and, thanks to its omnichannel sales concept, is considered a pioneer of online marketing in the industry. At our rooftop event 202…

For four years now, we have invited our customers and partners to our annual OMQ Rooftop Event to discuss current customer service trends and the future of support. Once again, our…

How do you reduce bad reviews and how do you generate good reviews? Watch the video of the Mastercall here: The second masterclass that we published together with OMR revolves…

As a supplier of high quality kitchen appliances with a wide range of products, KKT KOLBE has an active exchange between the company and its customers. In addition to daily…

This year we have held our annual OMQ Rooftop Event for the fourth time to discuss current customer service trends and the future of support with customer service experts, as well…

A company that offers various service channels for its customer service is in principle well positioned. However, it is a great challenge to occupy all channels simultaneously and…

Christmas time. Originally merry and tranquil, it has turned into pure stress for me in the last year, since I became service manager. This is probably due to the growing online…

Unbelievable, thinking back to how we were told about AI in the beginning. Our bosses raved about it, and told us what an enrichment it would be for us. They said that the AI would…

In addition to our integration into Shopware 5, we also offer integration into Shopware 6 for our products OMQ Contact and OMQ Help. In this tutorial we will show you how to…

In addition to a simple integration into Shopware 5, we also offer integrations into Shopware 6 for our products OMQ Contact and OMQ Help. In this tutorial we will show you how to…

Higher customer service performance, but less effort – is that possible? Of course! Various technologies such as Artificial Intelligence and chatbots help to improve customer…

The things we talked about in our masterclass were also a topic of discussion at our Rooftop Event. Our CEOs Matthias Meisdrock and Sven Engelmann held a panel discussion with…

At this year’s Rooftop Event, we were able to speak with Mark Buschor from ETH Zürich via online video conference. ETH Zürich has been one of our clients for some time, and in the…

Nowadays, it’s not enough to just chat with customers via live chat in sync. Customers want to be cared for around the clock – and ideally every day of the year. Userlike’s Unified…

This year, we were able to meet over 100 executives from customer service, E-Commerce, marketing and many other industries at our Rooftop Event and shared information about current…

On a warm spring day, a large crowd had gathered around Mr. Meyer’s store. This meant that its new advertisement must have been a full success, and it was finally paying off. With…

Together with Freshdesk and the integration of OMQ Assist, you can significantly increase the productivity of your service agents. As an app, OMQ Assist automatically integrates to…

A year has passed since our last OMQ Rooftop Event and a lot has happened since then. We would like to thank one more time our guests from last year for the wonderful evening…

In January, at our AI for Business Meetup in Berlin, our colleague Dr. Tae-Gil Noh from the OMQ development team took the opportunity to give a presentation about transformer…

“Good customer service is marketing.” - that is the subtitle of our masterclass at OMR. The master class our CEO Matthias Meisdrock made, was all about customer service. And of…

This year at the rooftop event, we looked at the future of customer service automation. We are clearly focusing on the further development of our OMQ chatbot, our Automator and the…

We were really happy to receive the invitation from Sophie Hundertmark to talk about chatbots. Our CEO Sven Engelmann gladly accepted the invitation to be a digital guest on the…

Implementing an AI can often be a lengthy mammoth project. In this article we show what this is and how to avoid these problems. “I think we can end our meeting now.” said the…

Alexander Löser, professor at the Beuth Hochschule für Technik Berlin, has been a public officer for 25 years. He therefore represents universities, industries and the “Learning…

In the previous years, we set our focus on system updates in order to continuously improve our products. Throughout that time, we have extended our creative team as well and have…

OMQ offers AI-based software for customer service and user support, that can be implemented for businesses, educational institutions and authorities, among others. The requests are…

The situation in which the world is in right now, is unparalleled. COVID-19 has a firm grip on us and limits our lives considerably. With the ban on meetings, closings of shops…

One year ago, we sent invitations to our OMQ Rooftop Event for the first time and were thrilled with the positive feedback we received. Consequently, we are of course all the more…

We know that you’re not supposed to look back. But as this year’s Rooftop Event is getting closer and closer and we can’t wait for it, we looked into our archive and would like to…

The world has been changing rapidly for a few years now, therefore making it quite hard to keep up - especially when it comes to technical fields. However, it is extremely…

Help pages are frequently used ever since the uprise of the internet. Everyone has been to at least one help page in their life; maybe to ask about shipping or returns and refunds…