OUR customer service SOFTWARE

Customer service always better

With ReplyOne you always have the right answers to your customer inquiries! Our AI-based customer service software automates your service processes - across all contact channels.

Top performance made in Germany

0 m.

Documents per year

Words per second

1000

Users

Why automate your customer service?

More time for the essentials in your customer service

Customer service teams in Germany receive 25 million inquiries every day. Via email, social media, letter & fax, WhatsApp, chat, and phone. This workload requires a cross-channel platform for intelligent customer communication that resolves customer concerns in a timely and case-closing manner. At the same time, service teams are free from recurring routine tasks, which allows them to focus on more complex matters.

These are the three essential factors for successful customer service:

Omnichannel

Unified Desktop: Provide continuity and connectivity across all contact channels on one interface.

Artificial Intelligence

Our AI analyzes and recognizes the topic and provides suitable answer suggestions.

Workflow Automation

In our workflow engine, you can easily model all your business processes individually.

Why ReplyOne?

For a smart customer service

Our AI-based omnichannel software combines written inquiries and calls on one interface. Every year, our customers process over 30 million inquiries and documents in customer service with ReplyOne. Precise analysis and intelligent answer suggestions in real time turn routine queries into a sure-fire success.

Fast

Easy implementation and user training enable rapid deployment of our customer service software.

User-friendly

A standardized, intuitive user interface for all communication channels, from e-mail to chat and telephony.

Automated

From the detection of the topic to the personalized and contextually correct answer – get it for review or send it directly to your customers.

Smart

Only a few learning data are needed to train the artificial intelligence. That's what sets us apart: only 30 to 50 documents for a new category.

Multilingual

Communication with your customers is possible in over 70 languages in an internationalized interface – ideal for global companies.

High-performance

With over 10,000 words per second, our AI processes your customer inquiries, enabling a rapid handling.

Accurate

A categorization precision of up to 95% reduces the manual assignment of customer inquiries to a minimum.

Integrable

Any topics identified are enriched with relevant contextual information from all common CRM or other systems – for a comprehensive insight into your customers.

How accurately do you want to answer your customers?

Unique AI for customer service - Made in Germany

In our response management solution ReplyOne, a unique categorization algorithm is used. It was developed at the German Research Center for Artificial Intelligence (DFKI).

Highly developed, vector-based AI algorithms and statistical processes identify and solve your customer service challenges with precision. Service processes are automated - for happy customers and satisfied employees.

On the occasion of the company's 20th anniversary, DFKI evaluated our customer service software. Especially the small amount of learning data that is needed as well as the high precision of topic detection make our categorization unique – a hallmark for first-class AI. Of course, the entire process is GDPR-compliant.

Agent, team leader, admin?

Benefits for your team

At a glance

Employees always have an up-to-date overview of all customer inquiries across all channels – on one single interface.

Useful integrations

ReplyOne integrates seamlessly through interfaces to CRM and ERP systems, as well as knowledge management and archive systems.

Perfect workflow

By being fully connected, we guarantee a smooth customer service and hence a great customer experience.

The essentials

Your service team is free from routine inquiries and can take care of complex requests in the best possible way.

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How simple can good customer service be?

It's easy!

We show it to you live. Without obligation. Quickly. Individually.

More facts, figures and data?

Your success with ReplyOne

Increase in customer satisfaction

Improve customer satisfaction by up to 60%

60^%

90^%

Increase the first fix rate

Increase your quality of service and achieve a first-time fix rate of over 90%

Decrease the processing time

Increase employee productivity and satisfaction thanks to categorization accuracy of up to 95%

95^%

65^%

Reduction of ticket costs

Save resources and reduce ticketing costs by up to 65%.

References

More than 150 satisfied customers

These companies are already using ReplyOne successfully:

This is what our customers say

"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