If the customers’ intention is unclear, if they ask several questions in one email or if a request cannot be clearly assigned to a subscription, we forward the request to our service agents in the second-level support together with AI-based solution suggestions for the request. This allows our support team to work fast and guarantees a high frist contact resolution.

Only with precise categorization and topic recognition does AI become a game changer in customer care. Our fly.media support team has extensive AI expertise and develops customized customer care solutions. Publishers benefit from our best practices and use tried-and-tested successful models. We customize our AI tools for each client, expand them and adapt them to company-specific processes. This makes AI a cornerstone of our premium customer services.

Transparent information flows are an important lever for a successful customer experience (CX). Did you know that the WISMO question (Where is my order?) is the most frequently asked service request? By sending tracking links, we answer potential queries in advance. By directing your customers from the tracking pages to direct order pages, we realize cross-sells and up-sells. We manage expectations through proactive communication. By communicating delivery delays at an early stage, we not only take the pressure off our service team, but also strengthen the customer relationship.

Our guiding principle is “Security First“. We meticulously consider all aspects of data protection law when processing emails fully automatically. The mechanism only takes effect if the AI can assign the email content and sender 100% to a customer account. As soon as there is a discrepancy here, the request is checked by First Level Support. This is the case, for example, if a customer asks several questions in her email. In this case, her questions are also answered collectively. This guarantees a high level of customer satisfaction and ensures a positive perception of the brand.

We use mood analyses to scan emails with regard to the emotional state and satisfaction of the sender. This helps us to classify their “pain tolerance” and process certain emails more quickly, for example, or make them a particularly attractive cross-sell, up-sell or churn prevention offer. In this way, we react to negative feedback at an early stage and avoid potential problems before they get worse.