83% of all emails answered automatically
myphotobook saves 408,000€ per year with OMQ Reply — fully automatically, seamlessly integrated into Zammad.
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How MAGIX answers complex support inquiries fully automatically
MAGIX uses OMQ Reply to automatically answer technical customer inquiries — precisely, multilingually and at consistently high quality. The result: 79.2% reduction in customer service costs.
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79.2% reduction in customer service costs
MAGIX is an internationally active software provider focused on video, audio and photo editing. The company serves customers worldwide — with complex products and correspondingly demanding support. Since 2012, MAGIX has relied on OMQ to automatically answer customer inquiries and permanently relieve the support team.
OverviewMAGIX
Industry: SoftwareProducts: AI Email Bot (OMQ Reply), Intelligent Help Page, Smart Contact Form, Ticket System AssistantIntegration: OTRS (ticket system)Customer since: 2012Region: Worldwide
Results that convince
79.2%
reduction in customer service personnel costs
410,000€
personnel costs saved per year
since 2012
OMQ customer
“When it comes to the quality of answers, OMQ Reply is unbeatable. No other system delivers results as precise and reliable as OMQ — especially for complex inquiries.”
Jens Roßberg
Head of Support, MAGIX
The challenge
In the support of an international software provider like MAGIX, highly complex technical inquiries arise every day — about video, audio and photo editing software, in multiple languages, from customers worldwide. These inquiries must be answered precisely, factually correctly and without errors. At the same time, the volume of inquiries is continuously increasing. This cannot be scaled with a purely manual team — without quality or response times suffering.
Self-service that actually works
Customers find answers on MAGIX's help page themselves — before they even submit an inquiry. The AI sorts topics in real time by inquiry frequency and guides users directly to the right solution. Even for complex technical questions about software functions, installations or error messages, the central knowledge base delivers precise answers — consistently, around the clock.
Self-service that actually works
79.2% reduction in customer service costs
OMQ Reply is integrated directly into the OTRS ticket system and automatically answers incoming emails — in multiple languages, precisely and without hallucinations. The AI analyses the request, accesses MAGIX's knowledge base and creates a factually correct answer. The result: 79.2% reduction in customer service personnel costs, 410,000€ savings per year — at consistently high answer quality.
79.2% reduction in customer service costs
“The answers created by OMQ Reply for typical, recurring inquiries help customers on the one hand, and relieve the support team on the other — the team can focus on the truly complex cases.”
Maik
Head of IT, MAGIX Software GmbH
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Thousands of IT requests resolved automatically
ETH Zurich automates its entire IT support with OMQ — since 2013, across all channels, around the clock.
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„We use OMQ on our help and contact page and can thus answer most of our customer requests directly.“ ⭐⭐⭐⭐⭐
Meike Schönwandt Senior Manager Voice of Customer at Tchibo
“The technical integration was very easy and fast.” 🚀
Bianca Gaede Head of Customer Service at myphotobook GmbH
„Since we started using OMQ, the number of phone inquiries and emails on many daily topics has decreased.” 😊
Andreas Lindemann Deputy Head of Online Service-Center at alltours
In peak periods, there has been an 80% drop in service requests.” 👍
Thomas Raab Editor for content creation/technical documentation & video creation at KKT KOLBE
OMQ is a great system for us, with which we can evaluate customer behavior very well at any time.” 😎
Rose Schenk Head of Service Excellence at Mister Spex
