Live chat in customer service
Improve service quality with real-time customer service
The focus of modern customer service is above all on direct proximity to the customer and the processing of service requests in real time. In order to serve the needs of their customers accordingly and to increase customer satisfaction, companies should therefore know and also be able to use the appropriate service channels for their target group. In concrete terms, this means offering up-to-date contact options such as live chat for customer service and quickly answering customer queries via the chat and offering a solution. Find out in the guide what constitutes good customer service and with which tools and solutions companies can improve the service quality for their customers.
What defines good customer service?
Before asking themselves how they can improve their service, companies should first ask themselves what the criteria for good customer service are and what defines good customer communication in general. It is also important to identify their own target group and know their requirements for good customer support.
The guiding principle “The customer is king” is still relevant in modern customer service. In addition to good customer service accessibility and uncomplicated contact options, most customers attach particular importance to friendly interaction and a transparent approach. When they contact the customer service department with a request, the person asking the question wants to know as quickly as possible how their request or problem is to be solved and what processing time they can expect. That is why a fast response time can now be regarded as the key to good customer service.
In terms of the question “What is good customer service”, this means for companies that the provision of suitable communication channels and a fast response time is crucial in order to provide good support to their customers. In addition to the expectations of the target group, good customer service naturally also depends on what is to be achieved with it. In addition to winning potential customers, which is directly related to increasing brand awareness and sales, it is also important for companies to retain long-term customers. To this end, personalization in customer service is also important in order to create a positive customer experience. Compared to a support request via a contact form or e-mail, direct customer contact via chat enables employees to offer the customer an individual solution to his request. This can not only increase customer satisfaction, but also help to retain customers in the long term.
Improve service quality with real-time customer care
In the age of WhatsApp and Facebook, customers increasingly find communication by email or phone cumbersome, which has led to a rethink in customer service and the expansion of additional service channels. One of the most promising ways of making contact in this context is customer communication via live chat. This is possible as a website chat service via the homepage, but can also be combined with WhatsApp or the Facebook Messenger. However, it is important to use this communication channel correctly for customer service and to offer customers a fast service. Similar to private messages, users expect their message to be processed quickly and easily when contacting them via Messenger. Although all requests made through the live chat software are collected around the clock, care should be taken when providing live chat to adjust service times accordingly. If the live chat is to be offered outside the service hours of the customer service department, a chat bot can be inserted in order to provide the customer with an initial solution.
Live chat & messaging
One solution to optimize customer service and exploit potential for improvement is the use of live chat in customer service. Customers can contact customer service easily and in real time via the website chat service on the homepage, where their request can be answered directly. Service staff can chat with the user and answer his questions and offer a solution to his problem directly via the chat. In addition, the customer is informed directly and transparently about how his request is being processed. For web shops, advice via the live chat is also a way of providing customers with the best possible support in their purchase decision. This promotes personal customer loyalty and enables service staff to provide individual advice and create a positive customer experience through personal contact. By integrating a live chat solution, features such as video chat, co-browsing or screen sharing can also be used. The use of video chat is especially helpful for consultation, but service requests can also be better handled through direct video contact. In order to advise customers on questions regarding ordering procedures or processes, the employee can intervene in a supportive manner via screen sharing or co-browsing and thus help the interested party quickly by taking over click paths – except for the completion of purchases. For example, 85% of the users who used the customer support via the Realperson® Chat Suite rated the service as positive. To improve their service and increase customer satisfaction, the use of live chat can be an appropriate solution for businesses.
WhatsApp as a service channel
Messaging via WhatsApp has become an integral part of everyday life for most people. Many companies have therefore already recognized that the Messenger service is a suitable service channel for expanding their customer service and interacting with their customers quickly, closely and in a targeted manner. With WhatsApp in customer service, the reluctance to contact a vendor or service provider with a support request can be significantly reduced. For many customers, offering only email or phone contact is too cumbersome, resulting in a lack of questions that can affect customer satisfaction. Companies that offer WhatsApp as a service channel can thus establish closer contact with their target group and have a lasting positive impact on both customer communication and the customer experience. The Messenger can be used to send not only text messages, but also pictures, videos and voice messages. This can be a clear advantage, especially in the case of more complex support requests, as problems can be presented in as clear and detailed a manner as possible, and subsequently a suitable solution can be offered more quickly. By integrating WhatsApp into a live chat solution, the chat history of every customer call is stored: This means that all customer service employees are at the same level of knowledge about what was last discussed with the customer.
Optimise customer service with a chatbot in the service
The use of live chat in customer service and the associated constant availability also increases the workload for customer service staff. In order to be able to answer support queries in real time and avoid long waiting times, it is therefore important to use automation potential in customer service. A good solution for relieving the workload of service staff is the use of chat offers in customer service. From many inquiries that reach the customer service department, frequently asked questions can be identified that can be answered with the help of an upstream chat bot, without the need for an employee to personally handle the inquiry. This saves valuable time, which can be used for more complex support queries. If the customer has a request beyond such a standard question, the conversation can also be taken over at any time by an employee who can offer a suitable solution directly in the chat.
In addition to these semi-automated chat bots, the use of AI chat bots can also be an enrichment for customer service. These chat bots are more complex to handle, as they have to be trained to be able to help customers on their own. When used correctly, however, they can be a great relief for service staff and are usually also able to deal with the customers’ concerns. In the case of more complex inquiries, it is also possible to hand over the conversation to a member of staff at any time.
The advantages of live chat for customer service at a glance
- Fast, synchronous communication in real time
- Documentation of the chat process simplifies quality control
- Personalized customer approach by storing all chat protocols with the customer
- Availability around the clock: customer inquiries can be made in chat at any time
- Not only customer service but also consulting possible
More than customer service: Live chat for customer support & consulting
The use of live chat goes far beyond pure customer service: Through direct communication in real time, service staff can also act as direct advisors to interested parties in web shops, for example, and actively support the purchasing process. If the customer has a question about the product, it can be answered directly in the chat. At the same time, recommendations can also be made or follow-up questions can be clarified directly in the chat window. If the customer feels well advised in this situation, the probability of having won a long-term and loyal customer increases with the positive customer experience. Good service can thus increase customer satisfaction and at the same time demonstrate customer proximity and competence, which is very important for customer service in order to retain customers in the long term. In addition, even in times of digital communication, it is possible to have a personal and friendly conversation with the customer, which fulfils the desire for individual advice and at the same time strengthens customer loyalty.
Customer service around the clock: Extend your website with a chat service!
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How to make customer communication for the target group of your company successful
Customer dialogue under the sign of Facebook, WhatsApp & Co.
Customer communication and service have changed dramatically in the wake of new communication channels such as WhatsApp or Facebook Messenger. Customer dialogue has become more personal, more direct and, above all, faster – a change that companies should respond to accordingly in order to strengthen customer relationships and address their target group in the best possible way. Although there is not one single guideline for successful customer communication, there are a few tips that every company should consider in order to secure the trust of its customers in the future.
The latest articles about customer communication
- 5 tips for customer communication via WhatsApp for business
- You should have these communication channels in place by 2020
- Customer communication 2019: Visions, strategies, trends
- Digital communication with your customers in light of the EU GDPR
How the right customer communication improves customer loyalty
The right communication with the customer has a decisive influence on the relationship between a company and its customers or consumers. The customer dialogue is becoming increasingly personal. This change means that customer loyalty also depends to a large extent on the right communication and, above all, the right communication channel. Customer dialog and customer service have long since moved away from exclusively telephone consultation – and thus higher contact hurdles – to other service channels. In order to ensure successful communication with the customer, the customer should be picked up directly where he is anyway due to his user behavior. In concrete terms, this means that the conversation with the customer is faster, more mobile and, above all, at eye level. The individual approach to the target group is particularly decisive for customer satisfaction. For example, if a company has an extensive online presence and handles all services digitally, it should also give its customers the opportunity to use messenger services to make contact and clarify service issues as quickly as possible, and not limit itself exclusively to telephone service or e-mail contact.
More than just a trend: Modern customer communication via chatbots, Facebook Messenger & Co.
Messenger services like WhatsApp or Facebook Messenger have made communication faster and faster. This development also has an impact on customer communication. Customers expect their concerns to be answered immediately. Modern customer communication thrives on interaction and reaction in real time and at the same time faces the challenge of processing more and more requests in ever shorter time. In connection with this, professional customer communication is also increasingly concerned with the automation of customer contact via chat offers. This is part of the process of correctly using new communication channels in the company and especially in the service center and developing appropriate strategies. For this reason, it is important to create appropriate guidelines for all employees in order to address the target group appropriately via Facebook Messenger or WhatsApp, so that the customer dialogue can be both professional and as personal as possible.
Kommunikation über Social Media
Many companies have already recognized the potential of communicating with customers via social media and have expanded their communication channels accordingly. Customer service and communication via messenger services such as WhatsApp or Facebook Messenger have long since become commonplace. This change is an advantage for customer communication, but it also presents some challenges. Companies should know their target group precisely in order to be able to use the individual characteristics of the communication channels correctly and offer their customers a professional service. In order not to endanger trust on the customer side, companies should, when using WhatsApp or Facebook in customer communications, pay particular attention to complying with all regulations regarding data privacy and customer privacy and also communicate this transparently to the user.
WhatsApp for customer communication
WhatsApp is one of the most widely used communication tools in the daily environment of most customers. Therefore, communication via WhatsApp offers companies the opportunity to pick up their target group exactly where they are already on the road. This significantly lowers the inhibition threshold to contact them in case of questions or complaints. As a result, WhatsApp communications have been proven to improve the customer experience by making it easier for companies to get in touch with their customers and at the same time increase customer loyalty.
Communication in the Facebook Messenger Chat
When looking for a service or a product, the majority of consumers now also look for information at Facebook. The majority of companies are taking advantage of this potential and have expanded their corporate presence to include social media. Since many customers have a Facebook app on their mobile phone and communicate and obtain information predominantly on the move, it is obvious that the interaction with the customer should also take place via Facebook Messenger. By adding this channel to customer communication, the step to contact the customer is becoming increasingly easier. This increases the quality of customer service and can improve customer satisfaction, as users get the feeling that their concerns are being taken seriously by communicating in real time. Not only does this make it easier for companies to communicate with their target group, but at the same time, messenger channels are also very well suited for placing marketing measures tailored to the target group.
However, customer communication via Facebook also offers a special challenge and requires clearly defined processes and structures in the company. As a rule, the administration of the Facebook presence is the responsibility of the Social Media Team. If customers make enquiries via Facebook, these enquiries are then also received by these employees. In most cases, these employees are not able to answer the questions, but have to forward the customer call to the service center. Nevertheless, in order to ensure professional customer communication, potential for automation should be used here, e.g. by using chat offers or a live chat system.
Successful communication with your customers: 5 tips
Satisfied customers are not only achieved by a good product or a good service, but above all by good customer care. It is Therefore, it is important to give enough importance to customer communication to ensure customer loyalty and above all customer loyalty. These five tips alone are enough to improve customer communication in the long term:
- Select & use relevant communication channels
Many channels used for customer service have long since ceased to be effective. In order to improve their customer communication, companies should therefore first know exactly who their target group is and then select the appropriate communication channels. For example, if customers mainly seek dialogue via e-mail and do not use the telephone numbers offered, it can be worthwhile at this point to expand the customer dialogue to include messenger services.
- Addressing the target group
The Facebook Messenger or WhatsApp offering for customer communication is not effective if the channels are not used properly. Addressing the target group in the right way is a basic prerequisite for strengthening customer loyalty and a positive customer experience. Messengers are usually used for short and less formal communication. At the same time, various media are used such as photos, videos or even voice messages. The respective characteristics of the different communication channels should be taken into account. In concrete terms, this means that if contact is offered via WhatsApp, too formal a form of expression is out of place and is more likely to irritate the customer. The same applies to a too casual approach. Here, companies are faced with the challenge of tailoring communication to their target group while at the same time ensuring professional customer communication. At this point, it is therefore advisable to provide service center employees with direct customer contact with a guideline for customer communication.
- Using potential for automation
To ensure that customer inquiries are answered as quickly as possible, companies should identify and use automation potential, especially if they use different communication channels. The use of chatbots – regardless of whether they are fully or partially automated – can significantly simplify customer communication. For example, by using a chat bot, frequent questions can be answered directly by the bot. If the user has further questions, they can be forwarded to an employee. This saves personnel resources and can be used for more complex customer inquiries. At the same time, the customer still gets a quick answer to his request. If a fully automated chatbot solution in the form of an AI chatbot is used, it can also answer more complex questions – of course, service staff can intervene at any time and take over the conversation.
- Collect customer feedback
Communication with customers via messenger services also has the potential to obtain direct feedback from customers. If a customer’s inquiry has been answered via Facebook Messenger or WhatsApp, their feedback can be requested directly in the chat window once the question has been answered. Customer communication at eye level and a more personal conversation with the customer also promotes the exchange of information regarding customer satisfaction. At the same time, direct feedback enables companies to get to know their target group more closely and find out what makes good communication and good service for them.
- The potential of a fast reaction time
Customers who communicate through WhatsApp on a daily basis, expect a fast response and quick response times through this channel, even when they contact a company. Real-time customer service can therefore be the key competitive advantage. To take full advantage of this, companies should consider a strategy for their customer communications. This includes, on the one hand, selecting the right communication channels – better to offer two or three contact options and use them correctly – and, on the other hand, automating customer conversations, e.g. through chatbots.
Customer communication & messenger marketing
Messenger marketing has long been accepted as a marketing strategy. However, many companies fail to realize that there is potential here in connection with customer communication and customer loyalty. This is because Facebook Messenger or WhatsApp are not only an enrichment for the dialogue with the customer, but also make it possible to transmit marketing relevant content directly to (potential) customers. Messenger marketing has significantly higher interaction rates than e-mail marketing, for example, and is therefore very well suited to supplementing the customer conversation with further information after answering service inquiries or questions about a product or service. If a chatbot is used, this measure can be easily automated and time-saving.
Discover unused potential in your customer communication
5 tips for customer communication via WhatsApp for business
WhatsApp has 1.5 billion active users worldwide.*
When choosing the communication channel, however, it is not only the pure availability for the end user that matters, but also the frequency of use. 67% of Germans already use WhatsApp on a daily basis.*
For companies, this means that the majority of their customers use this channel every day and messages are highly likely to be read.
Facebook, too, has recognized the growing importance of WhatsApp for businesses in terms of WhatsApp marketing and customer communications, and offers companies the opportunity to improve their customer communications with WhatsApp Business and the WhatsApp Business API.
But communication via Live Messenger Tools is not only different from communication on the phone, but also from other written communication such as e-mail or live chat.
What exactly you should consider when communicating via a Messenger Chat like WhatsApp, you can read in our 5 WhatsApp marketing tips and tricks:
1. Users expect fast answers
With messengers and smartphones, customers are available around the clock for their private environment. In return, they also expect a quick reaction to their messages from their counterpart, even if this reaction is not immediately expected, as would be the case on the phone or in live chat, for example. However, companies have a considerable volume of incoming messages and must efficiently deploy the personnel for the channels they serve.
If WhatsApp is offered as a communication channel, make sure that a first response is given within 2 hours if the channel is currently occupied by agents.
After the conversation has started via the messenger, i.e. the customer has already responded to the company’s response, the response time should not exceed 15 minutes. This way a real conversation with the customer is conducted and he feels taken seriously.
2. Auto responders do not replace the appropriate first response
In order to inform customers when they can expect an answer, it is worth setting up auto-responders. In this way, the customer receives an automatic reply to his message, which informs him, for example, about the expected response time.
However, the announced reaction time should then be adhered to. In this way, the company signals reliability and ensures that the customer has not forgotten his inquiry again or asked the competition when the answer arrives.
3. Personal channel vs. WhatsApp bot
It facilitates customer communication and often offers the customer a unique user experience when chat offers are used as part of WhatsApp Messenger Marketing. However, WhatsApp is a personal channel and customers do not want to be fobbed off with run-of-the-mill responses.
When using a WhatsApp bot chat it is therefore important not only to train the bot well, but also to integrate it well. WhatsApp should not be a channel that goes nowhere when a request is unsuccessful because the bot was not designed for that request. In this case, the WhatsApp chatbot must be able to pass either to a human agent or to another channel.
As a general rule, the customer should not be left alone with his concerns, because it is precisely at these moments that the risk of customer churn is particularly high.
4. Uniform communication also at WhatsApp for companies
Just as the CI defines the appearance of a brand in terms of visual and formal language, communication with customers – regardless of the channel – should be well thought out and consistent.
Increasingly personal communication is intended to achieve higher customer loyalty. The more personal the channel, the more confidential the communication becomes. It should be ensured that all employees who communicate with customers on WhatsApp follow similar rules.
5. Leverage optimization potential in WhatsApp Messenger Marketing
At customer touchpoints, as WhatsApp is for business, data is automatically generated. This data should be analyzed in a targeted, anonymous and privacy-compliant manner to optimize this channel.
With a short customer satisfaction query at the end of a WhatsApp dialog, important KPIs, such as customer satisfaction, can also be recorded. The analysis of these figures reveals, for example, the reaction time at which customer satisfaction “tips over” into the negative. This information provides the company, for instance, with important indications for future personnel deployment planning.
The list of further optimization possibilities is long. For example, anonymous dialogues that have been rated particularly good or bad can be evaluated in order to adjust the communication strategy or the training of the employees.
Overall, WhatsApp Business offers benefits for many brands that want to communicate more personally with their customers.
In order to avoid undesirable “side effects” of the wrong application of WhatsApp Marketing, it is worthwhile to carefully think through the communication beforehand and develop a suitable strategy for this channel. It is also worth talking to the teams that manage the company’s other communication channels.
However, the long-term success of the channel will only be secured if KPIs are measured and evaluated and optimization potentials are implemented promptly.
Want to learn more about the opportunities for your business with WhatsApp?
You should have these communication channels in place by 2020
Many companies believe that in today’s world it is enough to provide their customers with “old, tried and tested communication channels”. Long telephone queues and the demand of end users to get their information anytime and anywhere ensure that the trend in customer communication today is clearly towards digital channels.
To help you keep track of which channels you should occupy by 2020, we present the 3 most important digital communication channels which, if you are not already using them successfully, should be occupied by 2020 at the latest:
Do you need help integrating important communication channels such as live chat or messengers? We are happy to help you!
Customer communication 2019: Visions, strategies, trends
New topics and technologies will continue to have an impact on customers in 2019, changing their behaviour and thus their attitude to demand. Existing and, above all, potential new customers are communicating more and more in digital channels. The special: The customer decides which channel he chooses to enter into dialogue with companies!
Besides this fact, social media and the increasing use of mobile devices make a diversified communication offer essential. In order to survive in the market, companies have to find new ways to acquire new customers and to build long-term customer loyalty.
For companies this is both an opportunity and a challenge. Opportunity, because new smart technologies create more and more possibilities to address the customer individually and increase customer loyalty and satisfaction. Challenge, because all these possibilities, channels and information must be linked together efficiently in order to remain successful. The right communication channels must be identified, made available to the customer in the best possible form, administered and used optimally.
Focus on the customer journey
For a good customer relationship, it is important that the customer does not have to explain his concerns again and again. That is why technologies and channels are linked in order to have a better and above all seamless dialogue with the customer. This is known as single-thread communication, where the employee has the entire dialogue with the customer at his disposal in order to be able to react and respond appropriately.
The customer journey thus continues to be the linchpin, while companies use new technologies and channels for customer communication. This requires intelligent interfaces and operating systems that link new with established channels and provide employees with an efficient user interface for handling customer concerns.
Expansion of multi-channel communication
Messengers such as WhatsApp are being used more and more frequently to make contact with young target groups in particular. Since 2018, Apple has also offered companies the opportunity to reach customers even better with the Apple Business Chat.
Customers now do not always use the same channel to reach a company. Online and offline channels are chosen according to the situation and the needs of the customer. On the road, the preferred messenger can be used quickly, with a little peace and quiet, an e-mail can be sent or a call made to the hotline for more complex issues, and if things have to move quickly, live chat is usually the first choice – often a channel change is made even within a single issue. To ensure a seamless customer journey, customer satisfaction and efficiency, these channels should be considered and managed jointly on the company side within the framework of a multi-channel strategy.
In order to further increase KPIs in an ever more complex and competitive environment and, for example, to spend media budgets more intelligently, we have developed the STRÖER Digital Group, the Conversational Ad. Here, the booked online banner space is used to start the dialogue with the user in the advertising material and to actively design the customer journey. The conversation can be led out of the advertising material and continued in other channels.
Artificial intelligence and automation
In 2019, developments in the field of AI and automation will continue to be driven forward.In 2018, in the hype around Chatbots, exaggerated expectations were replaced by realistic requirements. This is achieved primarily through clearly defined application scenarios and use cases, as well as through partial automation, e.g. through Microbots. Likewise, the intelligence behind chat bots can be used to provide a human agent with automated response suggestions to increase his efficiency. At the same time the AI is trained and paves the way for a later, more extensive use of chat bots.
Actively guiding the customer into the higher performance channel
Within the framework of the multi-channel strategy and through the detailed analysis of KPIs, it turns out for some companies that for certain topics some channels perform better than others. Since the customer is still looking for the dialogue in his desired channel, it is important for companies to actively transfer the dialogue into the desired channel if necessary. Here, technology is needed that creates a seamless transition for the customer and prevents loss of information.
For example, sales conversations on the phone convert with a higher probability than in other channels. However, most customers choose live chat on a website much more often, as it is a very low-threshold dialogue offering. If companies succeed in seamlessly accompanying the customer into the high-performance channel, efficiency, conversion rate and customer satisfaction will be increased. We meet this requirement with our Click2Voice technology. This makes it possible to convert a chat into a telephone call if the customer so wishes.
Exploiting the full potential of new technology
But if a company really wants to use the full potential of these innovations, it will continue to be important to collect and evaluate relevant data GDPR and data protection compliant. Which measures have brought which benefits? What is more worthwhile? Which path do customers take in their customer journey? What problems do they encounter and how satisfied are they? With intelligent reporting time and money can be saved in the evaluation.
We are partners for your future!
For more than 17 years, we have been gaining experience in the field of digital communication and customer engagement and have thus always kept an eye on current trends in customer communication and designed these with our customers. Equipped with innovative and field-tested technology, the Realperson® Chat Suite is a real business tool that allows brands to enter into dialogue with customers through a variety of channels while keeping their goals in mind.
What topics will you be dealing with in 2019?
Join us in contact, we look forward to hearing your opinion!
optimise-it launches new website
We are pleased to announce that our new website is now online!
With the tagline “take your customer communication to a new level”, it offers customers and prospects even more information about our product – Realperson® Chat Suite– as well as our live chat and digital customer communication services.
A lot has happened at optimise-it this year, from new products like the Microbot Framework or the Apple Business Chat integration, to revised and optimised features like our co-browsing module or our new and improved reporting functionality, and our acquisition by the Ströer Group… to list everythingwould take too long. But not all of the new developments can be “seen” directlyfrom the outside, so we wanted to reflect this new era with a modern design anda clearer, more structured website.
Our aim is to provide better information about Realperson® Chat Suite features and modules, and to offer our users a fresh new look and feel.
We are now looking forward to the last few weeks ahead of us in 2018 and are setting out to plan exciting new things for 2019! Stay tuned!
With Heart and mind – asambeauty is using the Realperson® Chat Suite by optimise-it
Cosmetics firm asambeauty, known for its first-class care and beauty products, has been using Realperson® Chat Suite since early November. In this way the family-owned Bavarian company hopes to provide its online shop customers with even better and more personalised advice.
“Advising customers is important to us, especially in our online shop, to make sure that each one receives the right product,” explains Mario Matkovic, Customer Care & CRM Team Lead at asambeauty. “In this respect, adding live chat is a logical and purposeful step in being able to offer our customers an even better service.”
Working with the optimise-it project team, requirements were defined first, and Realperson® Chat Suite was configured to the CI and specific needs of asambeauty. Then the Chat Lab agents received extensive training on asambeauty products so that they could deliver the best possible advice via live chat.
“During product training we were able to familiarise ourselves with asambeauty’s products and its philosophy,” says Laura Schnasse, Service Manager at optimise-it. “We were able to try out the products thoroughly and get to know them well. This allows us to give asambeauty customers the best possible support.”
The combination of technology, specialist knowledge and product enthusiasm is the ideal mix for increasing the conversion rate and customer satisfaction in the long term.
Online beauty platform asambeauty offers care products from the exclusive brands M. Asam, FLORA MARE, 4EverYoung, Le Parfumeur, ahuhu organic hair care, Youthlift and DMC. Under the tagline “You’re beautiful”, it has a range of premium care products available to suit all ages and needs. Effective, high-quality care products for people with the highest expectations – this is the standard for asambeauty’s care and cosmetics range. All products are made in Germany – from development in the in-house lab to production.
optimise-it integrates Apple Business Chat
We are one of the first vendors in Germany to offer our customers the option of integrating Apple Business Chat into our Realperson® Chat Suite chat and messaging platform, providing them with another important channel for efficient, cross-channel consumer communication from now on.
Business Chat is based on Apple’s SMS alternative for iOS and macOS, iMessage, and gives companies the opportunity to get in touch with their customers directly via messenger – for example to deal with service issues, schedule appointments or send shipping information.
Apple launched Apple Business Chat for businesses in March 2018, at first only in the USA. Since October 2018, it has also been possible to send direct messages to companies in Germany. Apple has a market share of over 20 percent in Germany.
“With the new Apple Business Chat messenger integration on our platform, our customers have another option for creating seamless customer experiences and for centrally managing and evaluating customer dialogue across channel boundaries,” says our Managing Director, Wolfgang Reinhardt. “To ensure a seamless customer experience, transaction and customer dialogue are becoming more and more closely linked. Apple offers a very customer-friendly way to achieve this with Apple Business Chat and soon with the integrated payment feature Apple Pay as well. This makes it all the more important for companies to manage customer communication as an integral part of their sales activities.”
We at optimise-it offer integration solutions for the increasingly popular messenger services. An official Facebook Messenger interface for integration with the Realperson® Chat Suite communication platform has already been available since 2016, for example. By connecting further channels such as WhatsApp, InApp, web chat and mobile chat, customers have the opportunity to communicate with their customers over various channels while centrally managing and evaluating customer dialogue across channel boundaries.
Realperson® Chat Suite, developed by us in Hamburg and hosted in Germany, serves as an operating system for digital customer communication. The communication platform is individually tailored to the highly complex requirements of major brands using integrations with CRM and other third-party systems. Conversations between customers and companies are optimised for a better user experience and effective staffing. Media such as images and videos, along with chatbots and voice technology, can also be integrated into the flexible platform, managed and optimised.
T’n’T – the dynamite combination for tomorrow’s dialogue marketing
Talent & technology – the dialogue marketing of the future
Only a few years ago, companies were investing a lot of energy in expanding self-service offerings for customers. “When a customer can help themselves, they help the company.” Certainly a statement that remains true today, but making the exclusive practice doesn’t always meet the customer’s needs. In a world where the flow of communication is fragmented and increasingly digital, efficient dialogue is coming to the fore and companies are giving their channels a more conversational focus, for example with context-sensitive web chat, video chat, messenger and call-back services.
The STRÖER Dialog Group is meeting this development, and the desire on the part of companies to make it as efficient a proposition as possible, with the approach of cleverly combining talent & technology. For the service provider, offering integrated solutions in the field of automation is the future of dialogue marketing. With the acquisition of optimise-it, one of the most flexible solutions on the European market, the STRÖER Dialog Group has at its disposal a full-service portfolio of talent & technology, both highly qualified customer advisers and a technically flexible chat suite with the option of full or partial automation. This enables all channels in customer communication to be modularly connected.
Automated real-time control determines when customer issues can be best and most efficiently addressed by bot or talent. There is no technical substitute for important qualities like empathy and the ability to identify needs. Then a trained agent is required, so in relevant situations the bot refers the customer to human experts with various dialogue options such as telephone, web chat or messenger. Bots also support agents’ work during person-to-person dialogue, providing real-time delivery of best practices evaluated with the help of big data and machine learning algorithms. Fully automated systems are used for administrative tasks such as address changes.
With this solution, lost information and poor customer experiences are a thing of the past. The talent & technology principle allows for faster response times, leading to better acceptance rates for chat channels and reduced service team workloads. Data transfer and a seamless flow of communication both ensure that the company maintains a tight customer focus. This makes it possible to quickly build a good relationship with the customer. The STRÖER Dialog Group’s coupling of talent & technology offers financial incentives, too: automation allows for greater potential efficiency improvements in the contact centre. At the end of the day, expertise and innovation generate the momentum needed to stand out significantly from the competition in dialogue marketing.
STRÖER DIALOG GROUP
The STRÖER Dialog Group is part of the STRÖER Group and a specialist in dialogue marketing. Working in the telesales, telemarketing and field sales sectors, it develops all-in-one solutions from one end of the sales value chain to the other.
optimise-it GmbH has been part of the STRÖER Dialog Group since 2018.
This article was published in: CallCenterProfi, issue 05.2018, page 9
Do you want to know how you can make your customer communication more intelligent and your contact centre more efficient? We would be happy to discuss your use case with you!
Realperson® 9.0 – the system’s next generation is ready to go
Equipped with many new features and innovations, the performance of Realperson® Chat Suite has been significantly enhanced, consolidating its leading position as a technically flexible enterprise chat platform.
As the latest generation of the system, Realperson® 9.0 offers our customers the following new features alongside many other developments and improvements:
Choose from preconfigured reports or create your own to measure chat performance and determine the right recommendations for action. The new reporting platform allows you to dive deeper into the data and find your own correlations directly in Realperson® Chat Suite. Reporting now includes new features relating to insight evaluation, data visualisation, dashboards, collaboration and data analysis.
Realperson® Microbot Framework
Realperson® 9.0 gives you the potential for rule-based customer communication within Realperson® Chat Suite. The now-available Realperson® Microbot Framework enables you to prequalify requests, initiate targeted routing or add customer information to chats by prompting for specific details.
Realperson® Data Warehouse
The Realperson® Data Warehouse is Realperson® Chat Suite’s central data layer. All data is aggregated in a structured manner and available for BI systems, exports and reporting. This enables you to add data generated in Realperson® Chat Suite to data you have collected yourself. The structure of the data warehouse allows for integration in Crystal Reports, Power BI, qlikview, Tableau and many more.
Co-Browsing 2.0 brings with it a completely new technological framework for providing co-browsing services. All of the customer’s information is forwarded to the agent in real time, ensuring that the customer can be looked after in the best way possible during moments of intensive advice and guided through order processes.
The new co-browsing functionality can of course be used regardless of device, and does not restrict your customers with technical requirements.
Increase chat targeting through the use of campaigns. The system can now store campaigns which open the chat window directly based on a specified URL parameter. This lets you position chat more strongly as a communication channel.
“The latest generation of the system represents a milestone in the development of Realperson® Chat Suite, and we are delighted to be making the new reporting platform available to our customers and offering them even more features,” says Adrian Hanrath, Head of Product Development at optimise-it.
Would you like to learn more about the system’s new generation and its features?
optimise-it strengthens the Ströer Dialog Group product portfolio with immediate effect
The Ströer Dialog Group, part of multi-channel media company Ströer, has expanded its dialogue marketing portfolio to include one of the most flexible chat solutions on the European market through the acquisition of optimise-it GmbH.
With many well-known customers, the Ströer Dialog Group works in the telesales, telemarketing and field sales sectors. They develop all-in-one solutions for their clients from one end of the customer journey to the other.
With the acquisition of optimise-it GmbH, the Ströer Dialog Group is reinforcing its goal to become the most customer-centric of media companies.
optimise-it at dmexco 2018!
On 12 and 13 September 2018, dmexco took place in Cologne. With over 40,000 visitors this is one of the top trade shows in the digital marketing sector.
optimise-it had an exhibitors’ stand once again this year. Thank you for visiting, and we’ll see you next year!