26.09.2008

Polish companies lose thousands of orders worth hundreds of millions of zlotys. A reason behind this? Inappropriate online customer service which ultimately discourages from making deals through the net. A solution to the problem is the software which allows for automation of sales and customer service processes in the Internet. Systems of that kind have proven successful in Western Europe and the USA.

As a new business line with Virtual Contact Centers and intelligent Form Assistants, in Poland such solutions are introduced by InteliWISE S.A. – an IT company listed on New Connect market. Over the next few years it plans to build a leading position in Poland in the field of services and software for automation of online customer service, addressing its offer to several thousand small and medium enterprises, which are able to lease the service for as little as 799 PLN per month. The income from that project will add to the increase of InteliWISE S.A. profit by several hundred per cent.

Virtual Form Assistant is the answer to the common problem encountered by customers struggling to go through complicated on-line forms placed on banking, insurance, tourism or medical websites. If the user is confused as to how they should cope with a given form, the intelligent program will assist them with filling it out or will direct the user to the relevant information. The Assistant can be activated contextually – it will appear and offer help only if the user encounters difficulties. The shape of the Assistant is an interactive video file selected from a preconfigured library of 80 avatars. The Form Assistant constitutes a part of the Virtual Contact Center, which can also contain an intelligent mail filter of a virtual counsellor.

The offer is aimed not only at large corporations handling thousands of on-line operations daily, but also at small and medium enterprises which want to effectively compete with Internet auctions. Thanks to the new sales model, Software-as-a-Service, the Assistant can be leased for as low as 799 PLN a month.

The benefit lies in automation of the processes of customer service, which should result in quicker response to the problems encountered by Web users.

Over 50% growth in the number of customers involving in on-line transactions prompted companies from the US and Western Europe to deploy on a broad scale technologies allowing for automating the process of the on-line sales and customer care. The importance of this issue was also noted by AXA company, one of the leading insurance providers in Europe. The company handled over 1200 complicated complaints every month. The customer care department often devoted weeks to deal with these cases. This trend changed diametrically as soon as the system allowing for automating responses to complaints was installed. Its role is to constantly inform the customer on the status of the ongoing case. Introducing this solution allowed for decreasing the number of complaints by 60% and reducing time of their resolving to a few days, no more than two weeks.

In Poland, vast sums of money are at stake. Last year, the total value of on-line transactions amounted to 8.1 billion PLN. According to the study by Net Track, carried out in the end of 2007, 45% of the Web users went shopping on-line, that is roughly 5.8 million users. It means an increase by 2.5 million when compared to 2006.

The first in Poland report on the quality of on-line customer service shows that over 40% of Polish Web users contact customer service via on-line forms, and a quarter of them encounter difficulties when filling them out (the report was prepared by researchers form Polish Internet Studies). Over 42% of the customers resign from the services offered by a company if they are neglected by the customer care. The results of this study clearly show that inadequate on-line customer service can result in the loss of transactions worth hundreds of millions of PLN.

Automation of the process of on-line customer care, the solution prepared by InteliWISE S.A., is the most advanced product serving to modernize on-line sales and customer service. The Virtual Assistant is software allowing for natural language processing, i.e. analysing of naturally formulated questions inputted by hundreds of customers at the same time. The Virtual Assistant (avatar) is a figure with human voice, which strives to help the user to navigate through the website, seek information, fill in the forms.

More about InteliWISE S.A.

InteliWISE S.A. is a leader in the development of the software for optimization of the processes of customer service and online sales through the use of state-of-the-art intelligent Web 3.0 and Semantic Web technologies. The company provides innovative solutions based on artificial intelligence, used to support transactions and friendly on-line customer care. It also creates virtual avatars utilised in the Internet, mobile phones and personal computers. The InteliWISE S.A. Solutions have been implemented by: LOT Polish Airlines, Warsaw Stock Market, The Crowley Group, Carolina Medical Center and Polish Television, among others.

loading...