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Case Study: How to optimize your Customer Experience

Good customer service doesn't happen by magic.

Find out now, how vertbaudet started to

  • use one contact center solution
  • implemented automatic categorisation
  • respond more quickly to customer enquieries and
  • raise the quality of its advice to a new level.

Case Study: vertbaudet

Whether online or offline, customers don’t like to be kept waiting. Online buyers don’t just expect readily available and good quality products, but also reliable service and support if they have any questions or if problems arise. Customers want the benefits of easy and quick delivery without having to leave the comfort of their home.

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The challenge:

The German subsidiary in Fürth was established in 2007 and rapidly expanded. This led to a vast increase in the number of daily incoming mails that had to be processed and answered across the various departments – which ranged from straightforward support  enquiries, requests for technical assistance with the ordering process, complaints, as well as questions on details of individual products. “It got to the stage where we realised that we just couldn‘t manage the flood of mails within our target response time”, said Kim Weintz, Customer Process and Services/Performance & Quality Manager at vertbaudet since 2017, who is also responsible for the efficient processing of all types of customer enquiries. Read the Case Study now, to see how novomind iAGENT helped with that.