The customer is king - KLiNGEL customers benefit from OMQ service

Overview

Industry: Mail order

Customer since: September 2014

Region: Europe

Staff: over 2,500

Sales: EUR 760 million

Summary:
The Klingel-Group is Germany's third biggest mail order company based in Pforzheim.

OMQ self service in use

Besides the master brands KLiNGEL.de, WENZ.de and HAPPYSIZE.de, which have been provided with OMQ self service for a few months, all additional online shops of the family business benefit from the innovative self service solution of OMQ in the course of the year. With over 50 online shops and numerous branch offices throughout Europe, the Klingel Group is one of Germany’s leading companies in e-commerce and mail order. As OMQ self service currently supports 32 different languages, the system can be used in all country markets of the business group without exception.

Realisation

The intelligent and self-learning knowledge base enables an auto-answer of service requests. In this way, the customers are provided with a comfortable alternative to the direct approach of the customer service. Already during the input of service requests, the system offers suitable proposed solutions and information in real time to proactively support the customers in answering their requests. Before OMQ self service could be introduced, a comprehensive and unique situation analysis was carried out by OMQ. On the basis of this, a new, improved presentation concept of the contact page of the numerous online shops could be developed. With OMQ self service, a modern and user-friendly solution is available to the business group. This solution contributes to a sustainable efficiency and quality increase in the service support.