Magix: reduces the customer service costs
Magix AG improves internal and external customer service with the help of an intelligent knowledge database.
Customer since: June 2012
Holding company which offers multimedia software to edit pictures, videos and music.
OMQ Assist in use
Magix AG is an international company and has been selling software, online services and digital content for multimedia communication worldwide since 1993. The demands of Magix are very high. The company attaches particular importance to the latest developments and innovations in order to meet customer requirements. The goal is to provide all customers with an all-round solution for digital content from a single source. Magix AG therefore also wants to implement customer service with uniform corporate communication and consistent quality at all times, no matter where it is located.
With the OMQ Assist MAGIX AG saves time in the process of support requests, simplifies the research process for the agents and reduces the training time for new employees. A variety of customer requests reach the company every day via email. Thereby, helping the customer quickly and competently is the highest priority and thus an advancement of the customer service and an increase of the support quality.
This extension of the OTRS system accelerates the editing process of the customer requests and makes the work of the agents easier. The self-learning knowledge base of the OMQ plug-in shortens the research time to possible solutions. All problems, which were already described in the conventional, internal base, as well as their solutions, are now saved in the OMQ knowledge base. The knowledge base is the core element of the support. The editors of MAGIX formulate suitable solutions for the customer requests to provide the collected and comprehensive in an appealing form to all employees.
The OMQ Assist simplifies the working process due to cluster-based ranking procedures and learning tolerant keyword recognition. The possible answers, which are sorted by relevance, reduce the time of the editing process by up to 20 %. One decisive advantage of the OMQ Assist is that employees don't have to search tediously and elaborately for suitable answers. Dynamic and standardised solutions will be suggested to the specific problem. The quality of the answers is increased and permanently saved due to the usage of pre-formulated text blocks of the OMQ knowledge base. Further advantages of the OMQ plug-in are a distinct reduction of the training period or rather the reduction of the training effort of employees. Thus, MAGIX AG was able to save 40 % time in the training of new agents.
OMQ is for us the best intelligent customer service software. For more than 6 years we have been using all products, from the OMQ Contact for our customers to the OMQ Assist for our ticket system as a Support of our employees.
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With only little effort you can reduce your service volume by half.
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