NEW: OMQ´s beta chatbot on ChatGPT / GPT-4 level
Magazine by OMQ
It’s no secret that reaching customers via different channels is an advantage. However, companies face the challenge of finding the right approach to cross-channel customer service…
December 17, 2024 · 4 min read
In today’s digital world, language models have become an essential component of technology. But what exactly does the term “language model” mean? This article provides a…
December 13, 2024 · 2 min read
December 10, 2024 · 2 min read
Speed and personalized communication are critical success factors, and automated customer communication is becoming increasingly indispensable for businesses. Customers expect…
December 06, 2024 · 4 min read
In the modern business world, efficiency and precision are crucial. Companies continuously seek ways to optimize their processes and reduce costs. This is where Robotic Process…
December 04, 2024 · 3 min read
The idea that machines can not only understand human language but also replicate it almost perfectly has become a reality. Large Language Models (LLMs) are powerful AI systems…
November 21, 2024 · 4 min read
In today’s digital era, the way businesses communicate with their customers has changed dramatically. Digital customer service has become an essential component of every successful…
November 15, 2024 · 5 min read
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…
November 12, 2024 · 4 min read
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…
November 08, 2024 · 6 min read
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…
November 04, 2024 · 3 min read
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…
November 01, 2024 · 4 min read
We have released the product version Buenos Aires 10.3. With version 10.3 Buenos Aires, we are introducing the beta version of our brand-new website import, which allows you to…
October 30, 2024 · 9 min read
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…
October 29, 2024 · 4 min read
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…
October 25, 2024 · 4 min read
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…
October 22, 2024 · 4 min read
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…
October 21, 2024 · 4 min read
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…
October 16, 2024 · 4 min read
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…
October 14, 2024 · 4 min read
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…
October 02, 2024 · 4 min read
Natural Language Processing (NLP) is a revolutionary field of computer science and artificial intelligence that enables interaction between computers and human language. Through…
September 24, 2024 · 4 min read
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…
September 18, 2024 · 7 min read
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…
September 12, 2024 · 4 min read
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…
September 10, 2024 · 5 min read
Generative AI chatbots have revolutionized various industries by automating tasks such as creating suggestions, researching topics, writing snippets of code and composing emails…
September 03, 2024 · 5 min read
Artificial intelligence - definition Artificial intelligence (AI) is a technology that enables machines to simulate human intelligence. This includes learning, problem solving and…
August 29, 2024 · 5 min read
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…
August 28, 2024 · 9 min read
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…
August 23, 2024 · 4 min read
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…
August 21, 2024 · 6 min read
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…
August 13, 2024 · 5 min read
We have released the product version Lima 10.2. With version 10.2 Lima it is now possible to create simple action automators independently. Other highlights include GPT…
May 31, 2024 · 10 min read
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…
April 30, 2024 · 9 min read
Customer service is dynamic and constantly evolving. New technologies are constantly emerging, with efficiency and customer experience being the top priorities. As a result…
April 12, 2024 · 6 min read
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…
March 14, 2024 · 8 min read
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…
February 26, 2024 · 7 min read
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…
February 07, 2024 · 14 min read
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…
November 23, 2023 · 14 min read
We have released the product version São Paulo 10.0. With version 10.1 São Paulo, it is now possible to translate texts directly in the knowledge base. Other major highlights are…
November 14, 2023 · 10 min read
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…
August 14, 2023 · 8 min read
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…
June 13, 2023 · 8 min read
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…
March 27, 2023 · 11 min read
We have released the product version Rio de Janeiro 10.0. In our new version Rio de Janeiro 10.0 we have completely redesigned and optimized the user interface. Not only is our…
March 06, 2023 · 18 min read
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…
February 06, 2023 · 7 min read
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…
January 31, 2023 · 9 min read
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…
November 25, 2022 · 8 min read
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…
November 08, 2022 · 8 min read
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…
November 03, 2022 · 11 min read
Since the introduction of live chat to various platforms, it has become a popular communication channel, not only for social purposes but also when reaching out for support or…
September 05, 2022 · 9 min read
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…
August 31, 2022 · 10 min read
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…
August 09, 2022 · 8 min read
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…
August 05, 2022 · 8 min read
Every industry looks for ways to improve processes and enhance customer experience while also keeping costs down. By using the right software solutions, companies can increase…
June 01, 2022 · 8 min read
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…
May 25, 2022 · 10 min read
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…
May 17, 2022 · 8 min read
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…
May 03, 2022 · 8 min read
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…
April 01, 2022 · 3 min read
Why is de-escalation important for Customers’ Satisfaction? Angry or frustrated customers turn to a tirade of mean treatment and unreasonable behavior against customer service…
March 29, 2022 · 8 min read
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…
February 07, 2022 · 7 min read
There are many challenges in customer service overwhelming even companies that have been successful in the market for many years already. Both lack of technology and structures, as…
February 02, 2022 · 9 min read
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…
December 22, 2021 · 8 min read
Customer Service is one of the most important departments a company has. Good customer service is in charge of strengthening relationships with customers, who in turn leave…
December 16, 2021 · 6 min read
We have published the product version Stockholm 9.6. In the new version 9.6 “Stockholm” we automate your processes in customer service by RPA (Robotic Process Automation). The new…
November 23, 2021 · 13 min read
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…
September 07, 2021 · 7 min read
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…
September 02, 2021 · 3 min read
Working from home has been gaining popularity since quite some time ago. Our OMQ team has already had remote employees for quite some years now and we are happy to share that it…
August 06, 2021 · 6 min read
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…
August 03, 2021 · 3 min read
We know that looking for a solution that fills all your needs can be exhausting, it also requires long hours of comparing and really looking into each option, especially if your…
July 20, 2021 · 7 min read
With Dixa and the integration of OMQ Assist, your service agents will answer customer questions more efficiently. OMQ offers an integral system for customer service that automates…
July 06, 2021 · 5 min read
Higher customer service performance, but less effort – is that possible? Of course! Various technologies such as Artificial Intelligence and chatbots help to improve customer…
June 29, 2021 · 10 min read
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…
June 21, 2021 · 8 min read
Stadtwerke Düren and the OMQ chatbot In this case study, we show how Stadtwerke Düren uses the OMQ Chatbot to automate its customer service and make it more efficient. Stadtwerke…
June 04, 2021 · 4 min read
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…
June 01, 2021 · 6 min read
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…
May 19, 2021 · 4 min read
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…
May 04, 2021 · 7 min read
Our system works like a human body. At its core, it has a heart that supplies the body with important nutrients and oxygen, much like our knowledge base does to the support…
April 28, 2021 · 14 min read
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…
April 20, 2021 · 8 min read
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…
March 03, 2021 · 6 min read
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…
March 02, 2021 · 2 min read
Today we would like to celebrate the end of the first year of the new decade. We survived the 2012 prediction of the world ending (remember that?) and we are growing ever stronger…
February 02, 2021 · 5 min read
We have published the product version Copenhagen 9.5. In the new version 9.5 “Copenhagen” we have again integrated many new functions. One of the highlights is our new engine…
January 26, 2021 · 15 min read
Holiday season is here and this time, I’m actually looking forward to celebrating it with family. Warm drinks, jolly spirits and some time away from the office makes it special…
December 22, 2020 · 6 min read
First we have Black Friday, and then Cyber Monday. These dates are very important for most B2C companies as they open the holiday season and mark the beginning of Holiday shopping…
November 27, 2020 · 7 min read
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…
October 20, 2020 · 6 min read
Customer Service has become an established industry for a few decades now, and as every industry, it must have a way to measure and grade the quality of their services. Some might…
October 13, 2020 · 7 min read
As one of our CEOs, Matthias Meisdrock, put it at the Bosch Podcast: Companies like us do something different and something better, they do better at core functionality. As a…
October 05, 2020 · 6 min read
“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…
September 03, 2020 · 10 min read
I have always liked talking to people and helping them out to find a solution if there is a problem, that is the reason why I decided to join the working force in customer service…
August 20, 2020 · 8 min read
One important task for every company is making sure that every department has enough resources to maintain its performance and sometimes even give better results. This is done in…
August 07, 2020 · 5 min read
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…
July 30, 2020 · 6 min read
As the years go by, we see how important the role of Artificial Intelligence in customer service really is. The interest is growing and companies are more eager to implement new…
July 20, 2020 · 8 min read
On the 3rd and 4th of March of this year, we held the OMQ Rooftop Event 2020. For the first evening, we invited our partner Userlike to an interview. Our CEO Sven Engelmann talked…
July 16, 2020 · 6 min read
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…
July 09, 2020 · 9 min read
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…
June 25, 2020 · 8 min read
We are looking forward to participating at the OMR Digital Masterclasses with our own Masterclass on June 18th at 9.00 am. How to use your customer service as a powerful marketing…
June 09, 2020 · 1 min read
Many people fear that artificial intelligence will get out of hand. With our story, we want to clear up rumours and show why these fears are unfounded. It began as a normal day…
May 20, 2020 · 4 min read
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…
May 06, 2020 · 5 min read
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…
April 30, 2020 · 4 min read
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…
April 20, 2020 · 5 min read
We have launched Warsaw 9.4 product version. In this new “Warsaw” 9.4 version, we have focused in the expansion of our integration. You can find about our integrations with the…
March 26, 2020 · 7 min read
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…
March 24, 2020 · 5 min read
The before unheard-of coronavirus is spreading worldwide and is also unstoppable in Germany. Not only the social life of most people, but also the economy suffers from heavy losses…
March 24, 2020 · 3 min read
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…
February 18, 2020 · 2 min read
In the OMQ Update Version Lissabon 9.2 we launched the beta version for our OMQ Chatbot. In today’s day and age it is important not only to cater to your customers’ present needs…
February 08, 2020 · 6 min read
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…
February 05, 2020 · 10 min read
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…
January 16, 2020 · 5 min read
A new year has just begun and as we all know, it is a tradition to set new resolutions. Why don’t you use this new year to improve your customer service by setting positive…
January 13, 2020 · 5 min read
Our CEO Sven Engelmann was a guest at WBS Akademie on the 14th of November at the podcast “Springender Punkt”. Helena Stelzer and Lottie Cobler interviewed Sven about artificial…
December 18, 2019 · 11 min read
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…
December 05, 2019 · 4 min read
OMQ had been invited to attend AI Monday in coworking space The Drivery in Berlin-Tempelhof on September 2nd, 2019. Our CEO Matthias Meisdrock and Machine Learning Engineer Dr. Tae…
November 04, 2019 · 7 min read
For many businesses, customer service and support is cumbersome and characterized by the repetitive work of the service staff. More and more businesses are turning to artificial…
October 22, 2019 · 5 min read
We have released the product version Oslo 9.3. In the new version 9.3 “Oslo” we have rethought and revised every aspect of OMQ Help in detail. The application was accelerated, the…
October 20, 2019 · 6 min read
In the age of social media, messengers and chat systems are becoming more and more popular, and this also applies to customer service. In chats, customers expect quick answers to…
September 05, 2019 · 5 min read
Digitalization is turning the insurance industry upside down and the new digital insurtechs are revolutionizing the industry with innovative technological solutions. Customer…
August 02, 2019 · 9 min read
At our first OMQ event Customer Centricity at Hackescher Markt in Berlin our speaker Manuel Kester (COO, simplesurance GmbH) gave a presentation about the use of OMQ software at…
July 11, 2019 · 3 min read
“These founders are automating customer service via artificial intelligence,” is the title of the article about OMQ in the Handelsblatt newspaper. The article published by…
June 19, 2019 · 1 min read
We have released the product version Lisbon 9.2. In the new version 9.2 “Lisbon” we extend our technological platform and introduce the beta version of our chatbot. At the end…
June 14, 2019 · 7 min read
Thanks to ticketing systems, we are able to work in customer service in a structured and efficient manner. Service agents can assign customers’ messages and answer them…
May 28, 2019 · 9 min read
On the first evening of this year’s OMQ Rooftop Event, we invited Olaf Seliger to an interview. We were very pleased to interview an experienced customer service expert. In the…
May 20, 2019 · 4 min read
At our Customer Centricity Workshop in Berlin, guest speaker Manuel Kester, COO of simplesurance GmbH, introduced the InsureTech company and reported on the successful use of OMQ…
May 20, 2019 · 5 min read
With more than 30 exciting trend and use cases lectures, the conference for artificial intelligence from 24 - 26 June offers you everything that is currently important in the field…
May 08, 2019 · 2 min read
Despite the ticket system and digitalization in customer service, service agents always answer the same customer questions with the same answers. Our solution is called OMQ Assist…
April 26, 2019 · 10 min read
In this article, we will present to you our new plug-in OMQ Assist for GREYHOUND. We will show you how to compose an email with text blocks in a few clicks, and send it in the…
April 24, 2019 · 10 min read
We have released product version Paris 9.1 In version 9.1 “Paris” we have introduced a new engine. This has been completely reworked. In addition, we have made a variety of…
March 29, 2019 · 6 min read
Following our first article about the OMQ Rooftop Event here’s the article about the presentation given by Matthias Meisdrock, CEO of OMQ GmbH. Inside Berlin’s tallest business…
March 20, 2019 · 7 min read
We kicked off our first event of the year with the title “Rooftop Event - Customer Service with Vision”, with a holistic view of Berlin. Matching to our holistic OMQ product…
February 26, 2019 · 2 min read
Are you going to be in Berlin on February 19th and 20th to attend the Customer Service Exhibition 2019? Then after the exhibition, come along to the OMQ Rooftop Event. We like to…
January 31, 2019 · 2 min read
On November 27th, 2018, OMQ successfully held the first workshop of the series “Customer Centricity” in Berlin. As announced, here is the continuation of our workshop notes. One of…
January 23, 2019 · 3 min read
Our clients often ask us how our language technology is able to detect questions that are formulated differently, contain errors, or combine multiple questions in one text. In…
January 11, 2019 · 6 min read
On 27.11.2018 OMQ successfully held the first workshop of the series “Customer Centricity” in Berlin. The participants there discussed central topics of customer service and the…
December 12, 2018 · 3 min read
For two days, top politicians, economists, and various associations took part in discussions at the Digital Gipfel in Nuremberg. The main topic: Artificial intelligence as one of…
December 05, 2018 · 2 min read
The new product version Berlin - 9.0 was released by OMQ. Two highlights of the current version are presented in more detail. One of the highlight include the product name and the…
August 15, 2018 · 4 min read
Sven Engelmann, Managing Director of OMQ GmbH, has been appointed a member of the SME Advisory Board and the Liberal Professions of the 19th legislative period of the Federal…
August 15, 2018 · 1 min read
In Germany every household usually has insurances, such as household, liability or supplementary insurances. There a many different insurance offers on the market offering various…
September 05, 2017 · 2 min read
Responding faster than everyone else! Relationships are not complicated. With the new OMQ plug-in integration in Zendesk Marketplace you can answer service requests faster than…
June 29, 2017 · 1 min read
Every year people are sending over 1.5 billion emails in Germany. Worldwide the number is as high as 205.6 billion (Statista). With rising tendency. Nowadays there are situations…
March 01, 2017 · 2 min read
OMQ’s extensive experience in the optimisation of customer service helps primarily e-commerce companies to increase the quality of their service and to meet customer needs. In the…
October 07, 2016 · 1 min read
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