Customer support for software industrie
More and more software solutions are developed for many different areas. As a consequence, questions of the customer to respective companies get more complex and versatile. How can software companies answer the barrage of questions and support customers individually at the same time?
Challange
Today many companies use special ticket systems (e.g. Zendesk or desk.com) to maintain customer requests. Yet, they only provide a basic interface to get an overview of the requests. An additional system is needed which answers the variety of customer requests faster and ensures a consistently high quality. This system provides the service employee suitable answers at the touch of a button and constantly bundles the entire knowledge.
OMQ in use
With OMQ Contact and OMQ Assist software companies can provide their customers with an outstanding fast answer in two ways. On the one hand OMQ Contact answers customer requests, which were entered in the contact field, with a special linguistic algorithm in real time. Thus, approximately 30 % of the requests can be automatically answered without an employee.
f an assigned request is still sent off from the contact field, your service employee can answer the message at the touch of a button. Our system suggests suitable solutions from our knowledge base. Therefore, the processing time of requests is reduced by at least 20 %. Furthermore, the training time of new employees is shortened due to the central knowledge and independent learning of the system. This allows companies with many products and services a high quality increase.
- Lower training times
- Consistent answers
- Shorter processing times
Integration MAGIX
For over 6 years we have been using OMQ Contact for our customers and OMQ Assist for our ticket system, all OMQ products.More about the Case Study
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