Solutions for inhouse customer service

Your direct line to the customer

Good customer service is the best way to stay in direct contact with your customers and achieve the highest level of customer satisfaction. ReplyOne provides you with all the necessary features to keep service quality at the highest level.

What you should pay attention to?

Important functions for in-house customer service

With ReplyOne you retain full control over your inhouse customer service. You define how your service teams are assigned and according to which criteria they are deployed. Your employees know your product, your service and your company processes best. They can therefore respond quickly and competently to requests. With our AI-based customer service software, you process your customer inquiries quickly and precisely. And thus relieve your service team.

Multi-client capable for clean customer separation

ReplyOne supports you with unique flexibility. Create different clients, company divisions or countries as individual clients. The AI-based call center software separates your clients and thus offers you the necessary legal certainty. Your employees can also work for different clients in parallel - on different channels, with the best overview.

Cleverly control visibility of sensitive data

Not every employee is allowed to see all data and information? With the Access Control List plugin you can restrict the visibility of documents. You define by whom which processes may be executed or by which employees modules may be used.

Perfect customer service for every team size
Here you will find our service packages for service teams with up to 30 employees.

All customer data at a glance

With the CRM Connector content such as e-mail address, name and address information of your customers is identified directly. In addition, customer data from your CRM system is enriched. This saves your employees the trouble of searching for contacts and they don't have to worry about contact maintenance - everything happens automatically. This avoids copy-paste errors and allows the service team to focus on the important tasks.

Extend the ReplyOne user interface

With our Web extensions you have the option of extending the ReplyOne user interface, for example to fully integrate web-based third-party systems. You decide which functions should be directly available. Our experts are there for you and will get you up and running.

Smart control of external service providers

If you work not only with your own service team but also with external call center service providers, the data security of your company is particularly important. With ReplyOne you can easily integrate your service providers and control them via defined rules. This way they only see what they are supposed to see. You can also perfectly secure secret data such as internal contracts.

Extend the ReplyOne user interface

With ReplyOne you control your teams and external call center service providers according to your company's KPIs. Through the open Reporting data structure you are provided with individual evaluability and concrete insights. In this way, you optimize processes and the productivity of your service team.

REPLYONE LIVE

Automation of customer service at energy supplier lekker

In the trade fair forum at CCW 2024, our Timo Kurka from lekker Energie will be on stage together with Sylke Dörr from Sematell. The two will explain how the energy company was able to reduce its churn rate by 34% with clever automation.

This is what our customers say

"It was clear to us that if we wanted to reduce customer fluctuation, we had to avoid terminations wherever possible. We were looking for a way to convince customers to remain lekker customers"

Timo KurkaProcess and project consultant, lekker Energie

"We have become significantly faster and have greater transparency. ReplyOne was and is a real productivity gain for us."

Franco AleoManaging Director, PVS Relationship Services GmbH & Co. KG

"E-mails are the most important communication channel in our customer service. With ReplyOne, we were able to process more than 1.2 million e-mail requests last year – without compromising on quality."

Andrea RadziewskyHead of Process Excellency, spread.group

"ReplyOne is definitely a relief. In the past, emails were stored on the server and then assigned manually in a complicated way. The easy handling is great, saving work in the follow-up."

Sebastian GrothSenior Project Manager, Neodigital Versicherungen ag

"In Badenova's customer service, the focus is on the customer. To ensure that everything runs smoothly, our service team is supported by ReplyOne. Sematells´ response management solution from Sematell covers all contact channels and makes the employees' work in customer service easier. This reduces routine tasks and frees up time for complex issues that require explanation."

Janine PurjahnHead of Customer Service, badenova ag & co. KG

"It depends primarily on the wishes and requirements of our customers which channels we process with ReplyOne, because opening up new channels is possible at any time with the support of Sematell's developer team. This was also important to us when we selected the right software."

Christian Reischl IT & Telecommunications, Market Calling Marketinggesellschaft m.b.h.

"With ReplyOne, we've managed to reduce the turnaround time of customer inquiries from 59 to 31 hours in two years."

Torsten RudolphHead of Customer Service Frankonia Handels GmbH & Co. KG

"We were able to reliably automate our processes with ReplyOne. As a result, we are now significantly faster and have been able to maintain transparency over communication with the individual customer. [...] I certainly don't know of any solution that does this better so far."

Bastian SeibtSenior Business Development and Operations Manager, Customer Service, Finanzcheck GmbH