misterbk

An exciting change is currently taking place in customer service: In the past, it sometimes took two weeks to get a response. Now, an AI responds immediately. 🤖

That sounds great at first, but just because the answer comes quickly and automatically now doesn’t mean it’s of higher quality or even of equal quality.
After all, the AI’s answer isn’t double-checked by a human. And that’s exactly what they’re trying to avoid – human intervention.

To provide a good answer, the AI must refer to a source – such as a knowledge base, documentation, or the code itself.
The result may be accurate, but the AI may also be off the mark.

The problem isn’t that this happens. The problem is when no one notices it.

The customer accepts the answer because it makes sense to him, tries his luck, and ultimately fails. Does he wonder whether the AI’s answer was correct? Or does he perhaps conclude that what he wants is simply not possible?
After trying it a few times, might he even come to the conclusion that the software just isn’t right for him?

Or here’s another example: The AI asks, “Are you satisfied with the answer, or should I forward the request to a representative?” and the customer says, “Please forward it,” but what happens? Nothing. Or they wait the usual two weeks for a response. 🫠

Where could we use AI in our customer service? As an intelligent answering machine outside of hotline hours or when all lines are busy.
The goal, however, would not be to provide a substantive answer to the question, but rather to forward the inquiry to our customer service team along with all the collected information so that one of our employees can call back.

Because for us at intratool, there’s no question that our service remains personal—both in emails and on the phone.
Our service has always been one of our top priorities, and it’s what we want to continue using to set ourselves apart from other companies.

For quick response times, high quality, and, above all, approachability. 🤝🏼

Now that we’ve announced the next major update and two webinars for our customers today, we can let you in on a little secret. 🤫

It’s not just our software that continues to evolve—our service does, too.

In parallel with product development, we are currently working on standard templates for our customers’ most common use cases.
This will make it easier for new customers to get started with the system using appropriate templates. More experienced customers can still add the occasional workflow that they haven’t yet implemented in intratool.

We have compiled these use cases based on our own years of experience and from customer systems that are already using intratool in an exemplary manner.

But the template project is also a perfect example of how we sometimes get ahead of ourselves: Our templates were almost finished—but now, with the release next week, updates are needed. 🫠

So it will still take a little while before we can make the templates available as an additional service, but we’re already looking forward to it and are continuing to work on it.

“Are you guys going to develop something new again soon?”

A customer asked us something like that on the phone the other day.
Our response: “Just you wait and see!” 😎

Anyone who’s known us for a while knows that we often roll out new features on the spur of the moment.
In the coming weeks, we’ll be introducing new features that offer tremendous potential for tasks and forms. We’re already a little excited ourselves and look forward to presenting the new features in webinars.

That’s right: There will be two webinars because there are several new features coming at once. 💥

But how do new features actually come about at our company?
For us, there are various factors that prompt us to reevaluate and further develop our software.

For one thing, it’s naturally our customers’ feedback that drives us. Whether it’s because long-standing customers are coming up with new projects and ideas, or because new customers are approaching us with exciting requirements.
But the passage of time also takes its toll on our technology at times, forcing us to make updates that occasionally even pave the way for new developments ahead of schedule (think “voice messages” from last year).

What’s more, it’s our vision that drives us! 🔭
From the very beginning, Intratool was a software project we poured our hearts into. That hasn’t changed to this day. So behind everything, there are always these questions:
Where do we see our app’s potential? What is our vision?
How can we give customers something they don’t even know they need yet?
How can we solve problems in our customers’ daily lives that they’ve always just accepted as “the way things are”?

Stay tuned to see what we have in store this time!

Our app is already international – but what about our service? 🧐

At FIBO, we made some Spanish-speaking contacts. Among others, we had prospective clients from Argentina visiting our booth.

For the past year, our app – including all of its content – has been available in over 30 languages. This has significantly improved the experience for our customers who employ multilingual staff in certain business areas. 💯

With the click of a button, users can have tasks, forms, manuals, and Infoboard entries translated, ensuring they are no longer excluded from workflows and important information.

It’s no coincidence that we were able to win over one of our clients from Luxembourg with this. So the demand is there, and so is the supply. Everything’s perfect, right?
Almost. 🙃

That’s because, while our app can be translated into over 30 languages, our service cannot yet be translated.

So it’s high time we translated our offers and contracts into English—not only to attract international attention, but also to win over international customers.

Something hardly anyone talks about. 🤫
The generational conflict in the skilled trades is a huge obstacle to the digital transformation of businesses.

Many employees who have been in the workforce for 40 or nearly 50 years don’t feel at home in the digital age – whether due to a lack of interest or a lack of understanding of the technology.
If you’re lucky, some of them now use smartphones in their personal lives or have had no choice but to get a new smart TV. But let’s be honest: These devices are usually set up by their children or grandchildren.

So this generation is now coming into contact with digital natives, who can no longer imagine everyday life without smart devices. And that includes their daily work lives. 📱

So, should we just leave the older generations behind and overwhelm them with new tools? No!
Should we put off digitizing the company until the analog generation retires? No!

Because while you’re waiting, others rush right past you.
And by the time you’re finally ready, it’s hard to catch up.

It’s not about jumping on the bandwagon of digital trends. It’s about staying competitive and creating a modern work environment.

We help our customers drive digital transformation within their businesses without overwhelming their older employees. We assist them in modernizing all processes step by step while creating incentives along the way. 😎

That’s our area of expertise. Get in touch if you’d like to learn more. 💬