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ITyX’s self-learning Solutions to help raise Online Retailers’ Customer Satisfaction

ITyX’s self-learning Solutions to help raise Online Retailers’ Customer Satisfaction

Fifteen years ago Pizza Hut started online ordering and the UK's leading book retailer Amazon was established. Since then, the internet and mobile technologies have transformed the ways customers find and buy products and services.

The speed of digitalisation and acceleration of customers’ expectations present an every day challenge to online retailers and service organisations.

And according to the latest e-Customer Service Index, customer satisfaction with online retailers has fallen to its lowest level since the survey began in 2006. The worst performing areas stated were speed of response to customer service enquiries and ease of access to online.

Intelligent, self-learning software such as ITyX’s EMAIL RESPONSE MANAGEMENT SYSTEM (ERMS), SELF SERVICE and WEB CHAT provide innovative solutions and significantly improve the customer experience.

Andreas Klug, managing director of ITyX, said: “In today’s competitive retail environment, unanswered or late responses to customer requests can have a detrimental effect on a business. It is so easy now to compare prices and products online and those that don’t respond and engage quickly with customers will loose out.”

ITyX’s Mediatrix products are used for example by Bosch Communication Center. Global operations manager Michael Schneider explains: “Since implementing ITyX’s self-learning email response management system, we can quicker classify, analyse and distribute incoming customer enquiries. It has also helped us to optimise our transaction processes both quantitative and qualitative.”

Based on artificial intelligence technology, Mediatrix systems continuously learn from previously performed steps and automate repeat and routine tasks.

Mediatrix ERMS for example learns the classification and response behaviour of a human representative and can analyse content with a success rate of up to 97%. This reduces average processing times by between 25 to 55%, improves reaction speed and increases the proportion of first contact resolution. Dependent on the sector and complexity of the task, Mediatrix ERMS can also respond to up to 75% of customer enquiries automatically.

When implementing automated systems in an online or voice environment, customer services managers need to ensure that customers receive personal and relevant communication. They need to ‘humanise’ the interaction with customers for them to respond positively to the experience.

ITyX’s integrated systems also include web self service, a virtual mailroom to process incoming post, faxes and SMS as well as live web chat and co-browsing solutions. Using these combined systems ensures that duplications are avoided, the complete workflow is managed and maximum knowledge gained during the customer contact.

ITyX will exhibit at the forthcoming Call Centre & Customer Management Expo at the NEC in Birmingham from 22 – 23 September (hall 9, stand G1).

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