Service trendsetter

Capture your beautiful moments. Myphotobook and fotokasten convince with high-quality products and outstanding services

Overview

Industry: E-commerce

Customer since: June 2015

Region: Europe

Staff: 1863

Sales: 220 millionen

Summary:
d|o|m Deutsche Online Medien is a full-service provider in the field photo service and customisable photo products. fotokasten GmbH and myphotobook GmbH are their most popular subsidiaries in Germany.

The complete OMQ system in use

Continuous optimised processes create the best customer experience even in hectic times like the holidays. Especially in the pre-Christmas period, the two companies set apart from the competition with a good and special customer service.

Realisation

For more than a year Deutsche Online Medien GmbH has been working with the OMQ knowledge base management. The realisation consists of three development steps.

In the first step, the OMQ self service was implemented on the contact page of fotokasten and myphotobook. This makes it possible that customers receive suitable answers automatically and in real time.

In the following, the OMQ plug-in was integrated in the used ticket system. With this integration the service staff gets suitable text modules for incoming e-mails. With the OMQ service center, used as dynamic FAQ, all relevant questions and answers can be displayed in the help section. Display and order of the FAQs are calculated based on a special probability theory.

At the end of the last phase the Deutsche Online Medien GmbH uses a holistic approach for optimised customer support. The whole administration of questions and answers is realised from the easy to use OMQ knowledge base.

Success

OMQ knowledge base is a central collection of information and is able to do the overall control in real time for all brands. Changes only have to be entered into the system once. Afterwards, they are available to all communication channels.

In particular during the Christmas season it makes sense to use intelligent systems. That means an enormous number of recurrent customer requests has to be answered in a very short time.

„We are still working and keeping our level high, when others already go on Christmas holiday. OMQ’s knowledge base is an elementary component of the quality of our service.“
Damir Svalina - Head of Marketing & Operations of Deutsche Online Medien GmbH