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Customer Service has rapidly changed. Today customers expect a unique customer experience over all channels. Organizations need to unify the oversight of customer touchpoints, because the customer experience is affected by any touchpoint, from websites, emails and personal contacts in stores as well. The contact center now must include cross-channel and customer-initiate communication to deliver personalized engagement with customers and prospects across all interaction channels, including social. Reply develops integrated solutions geared to meeting the needs of customer-centric companies. These solutions make it possible to effectively and efficiently run a Customer Engagement Center for creating a unique customer experience, including management and controlling tools.
Accessibility is a key requirement not only for customer satisfaction. Whether handling order requests, complaints, or purchase advice, the service agents must be able to process and complete them as promptly as possible during the first call. Successful homeshopping business is about meeting the requirements of conventional mail-order shopping while mastering the challenges of a media enterprise. Doing live retail business successfully means processing customer requests immediately. Reply has helped HSE24 to integrate its service processes with SAP CRM. With this solution HSE24 was awarded as the most customer oriented service company in Germany.
Connected objects start to take their place-right by your side. The growing number of devices and sensors that we incorporate into our lives and business processes will set the scene for new service processes. M2M communication services are enabling automated data transmission and measurement by using devices such as sensors to capture events that are relayed through a network to an application. They are expected to be the critical enablers for many initiatives that contribute to the Internet of Things. Examples are connected sensors to monitor technical equipments in real time or embedded telematics devices to track cars. Together with leading university toughtleaders and industry companies, Reply is shaping the future of industrial services in manufacturing enterprises by designing processes, systems and data structures for innovative service operations.
Outstanding service in the field is key to customer satisfaction. Mobile apps give field engineers anywhere, anytime access to relevant information from mobile devices. By bringing the right resources, knowledge, and information to the point of interaction, companies can enhance the productivity of their field service engineers and improve the efficiency of service operations. Reply’s mobile experience in developing solutions on iPad, iPhone, Android and others is the starting point for a complete offering to mobilize the field service organization of a company. Reply supports its clients in developing mobile solutions, implementing mobile platforms from leading vendors and providing integration with core systems like ERP and CRM.