OMQ
8 Case Studies
Case Study: Deutsche Online Medien improves customer support efficiency with OMQ
A OMQ Case Study
Deutsche Online Medien Also trendsetter in service with support software
The customer, Deutsche Online Medien (DOM), a provider of high-quality photo products, sought to improve its customer service quality by adopting the latest technologies. To achieve this goal, they partnered with vendor OMQ and implemented its OMQ Contact and OMQ Help products to enhance their online support.
OMQ implemented a holistic solution using its knowledge base to power an intelligent contact form (OMQ Contact), a dynamic FAQ (OMQ Help), and a ticket system assistant (OMQ Assist). This provided real-time automated answers to customers and support for service agents. The results for Deutsche Online Medien included a uniform customer service experience across 12 European countries, the automation of support processes, and a reduction in employee training costs, which proved particularly valuable during high-volume periods like the Christmas season.
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Deutsche Online Medien
Damir Svalina
Head of Marketing & Operations