Email Management Benefits
Over-Deliver On Customer Expectations
Business Challenges
- Email is trapped in a silo preventing cross channel communications and escalation
- Customers are frustrated by slow email response time
- Email auto-response answers are not used or are poorly deployed
- Customers are not directed to relevant web content with email responses
- Email response is not optimized for the mobile web and smartphones
Features
- Scans messages and automatically suggests relevant answers
- Enables email response tracking throughout your organization
- Offers skills-based, business rules for agent routing of emails
- Allows easy escalation to other communication channels such as chat
- Facilitates inclusion of active links to communities in responses
Benefits
- Improves agent efficiency and speed
- Increases customer satisfaction
- Proactively deflects redundant inquiries
- Moves customers seamlessly across channels
- Reduces contact center costs
Resources
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