Response Manage­ment

Com­mu­ni­cate effort­lessly and in real time with your customers, via email, chat, WhatsApp or other social media channels – all from one interface.

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Flow – Optimal customer com­mu­ni­ca­tion

Discover Flow, our omnich­annel response manage­ment for your company. Omnich­annel response manage­ment software makes it possible to manage and coor­di­nate com­mu­ni­ca­tion across different channels. This involves seamless inte­gra­tion and inter­ac­tion between different com­mu­ni­ca­tion channels such as email, letter, telephone, chat, WhatsApp or other social media channels. This allows customer inquiries to be processed centrally and automated to ensure con­sis­tent and efficient com­mu­ni­ca­tion.

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Searchable storage

All com­mu­ni­ca­tion histories can be stored for several years, so that complete and detailed research into the course of com­mu­ni­ca­tion is possible at any time.

Parallel pro­ces­sing

Customer inquiries can be processed simul­ta­neously across the various com­mu­ni­ca­tion channels. The manual response to messages makes it possible to react quickly to indi­vi­dual customer requi­re­ments.

Inte­gra­tion of third-party systems

Flexible inte­gra­tion of and into existing third-party systems enables a seamless con­nec­tion and effective data exchange between Flow and your existing systems.

Web-based inter­faces

The user-friendly and web-based inter­faces can be operated both in a cloud envi­ron­ment and locally (on-premises).
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UseCase change of address

This example shows how you can use FLOW to quickly and easily process a change of address request from your customers. The customer sends an e‑mail, which is auto­ma­ti­cally reco­gnized and cate­go­rized as a change of address. Suppose the customer calls and asks whether the address has already been changed. The clerk can now search for the appro­priate process in the inbox, look at the customer history in the message history and transfer the address change to the CRM system with a click. The customer then receives a con­fir­ma­tion email and the process is complete.

What our customers say

„Our customer service processes enormous volumes of inquiries in the shortest possible time. To do this, we need to offer process support that is as robust as it is optimized in detail, which we can implement thanks to smart FLOW’s excellent inte­gra­tion and cus­to­mi­zing capa­bi­li­ties.“

Marcus Helbig

HUK24
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“We had already had very good expe­ri­ences with Insiders, so it made sense to use the same AI platform for customer service as well. We were also com­ple­tely convinced by the per­for­mance of the smart FLOW response manage­ment solution.”

Marc Drewing, Group Manager Input Manage­ment

Posts on the topic

Response Manage­ment

CCW 24

Insiders at the CCW 2024

At Call Center World 2024, the Insiders spe­cia­lists for AI-supported process auto­ma­tion will be pre­sen­ting modern solutions for cross-channel response…

Start opti­mi­zing your processes with FLOW

Let’s discuss together how you can automate your customer com­mu­ni­ca­tion and optimize business processes with state-of-the-art AI.

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