Klingel Gruppe: Customer is king, Online shoppers enjoy service world

Klingel Group equipped their online shops and employees with AI technology

Overview

Industry: Mail order

Customer since: September 2014

Region: Europe

Employees: over 2,500

Sales: 760 million EUR

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

OMQ Contact in use

Klingel, known before as Robert Klingel, has been selling merchandise since 1923. The small textile shop has developed into one of the largest fashion mail-order companies in Europe. The Klingel Group is represented in 12 different countries and ships daily a package volume along the five-digit range.

Besides the main brands KLiNGEL.de, WENZ.de and HAPPYSIZE.de, which have already been equipped with OMQ Contact for a few months, all other online shops of the traditional family-owned company are also benefiting from OMQ's innovative self-service solution throughout 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. Given that OMQ Contact currently supports 32 different languages, the system can be used in all country markets of the business group without exception.

Implementation

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

Kontakt Klingel Website

Used products:

OMQ Contact

OMQ Help

OMQ Assist

Further development

Every year, the Klingel Group is constantly working on improving its customer experience and being as user-friendly as possible. There are many possibilities to process customer requests in a company. The Klingel Group has been developing their own ticket system. Due to the individuality and cross-interface system, Klingel decided to use a complete in-house development. The OMQ products have satisfied their needs with their performance to this date, and are so flexible that they can also be integrate in complex third-party systems. Once again, the Klingel Group decided to use a product from OMQ: OMQ Contact, OMQ Assist und OMQ Help. OMQ Assist helps all employees to answer tickets quickly and with consistent quality.

In addition to the 32 languages, OMQ provides Klingel with a modern solution that contributes significantly to the sustained increase in efficiency and quality of service.

Klingel Gruppe - Florian Scheel
Head of Customer Experience

Free trial version

With only little effort you can reduce your service volume by half.

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