Skip to content

 

 

Customer Support through Email

 
 

Despite the increased use of social media, email is still an important customer service channel and certainly for many customers!

 

A robust email response management application that intelligently processes and routes E-communication like emails, fax, enquiries, letters etc.

emails
Emails- a fastest, effective, quality and efficient way to communicate with the customers

Features

Unified Inbox
 

Unified Inbox

Bring all the email IDs to one single interface. No matter if the customer sends the email to the Finance, IT or any other department, agents get unified inbox to work on it.

Multilevel SLA workflow
 

Multilevel SLA Workflow

A systematic predefined workflow SLA and routing rules to manage huge amount of emails and other webform queries without losing the conversation trail of the customers.

AI based text identification
 

AI Based Text Identification

Artificial Intelligence and machine learning powered by semantic analysis makes it possible to analyze and identify the context and emotions in the text, and many more.

AI based tracking
 

AI Based Tracking

Our AI engine can determine the content and intent of the customer and route it to the best available agent, eliminating the need of manual intervention.

Consolidated history
 

Consolidated History

The customer data from multiple channel interactions for the agents to make them better informed, giving value add to the conversation

Integrated knowledgebase
 

Integrated Knowledgebase

Exclusively for the agents for better and fast resolution of the complex queries of the customer ensuring better first call resolution rate.

email-features

Empower your organizational department by automating the email management processes and bring in the desired efficiency. Predefine the business rules for pre routing, handling and post routing processes using the visual workflow designer.

The way and the time interval at which responses are received by the customers can speak volumes about your organization. A timely, short and to-the-point response for a query definitely goes a long way to build the customer satisfaction and credibility of the company but the quality and consistency of the responses over the time do matter in businesses. With new agents joining the team, the consistency of the replies can take a hit. The centralized knowledgebase for standard queries helps the agents (specially the new ones joining the team) to respond in a consistent manner thereby increasing their productivity and response time.

 

For more complex queries, senior agents can bring in their expertise. Supervisors can set the rules for the outbound emails such as scanning certain predefined words or phrases, routing the flagged emails to the editors before the email reaches the customers, ensuring multilevel scrutiny.

Centralized knowledgebase for standard set of queries, consolidated history of data for each customer improves access to information for the agents. Routing each email to best available agent or generating relevant responses to each email helps in improving agent productivity as well. Supervisors can predefine the routing rules and agent monitoring for better team output and performance. They can also make the use of semantics and text recognition to generate auto suggestions from the knowledgebase. A productive agent helps in building a successful business.

Can’t get more simpler

customer-history 1

CUSTOMER HISTORY

Complete customer support history of every customer in single view, without having to dig deeper.

assignment

ASSIGNMENTS

Routing rules, AI routing rules and intelligent routing rules to assign interactions to specific agents, it is always clear who is responsible for what.

properties

PROPERTIES

Multiple properties of tickets like Status, State, Category, Sub-Category, Priority, Urgency etc. to help agents know where the interaction stands.

reporting

REPORTING

Stay on top of the most important customer support metrics in real time

private-notes

PRIVATE NOTES

Multiple notes options with private and public tags to help collaborate behind the scenes with notes that only you and your team can see.

realtime1

REALTIME DETECTION

Easily see who else is watching the same interaction or replying to the interaction to avoid embarrassing double replies.

inte

INTEGRATIONS

Integrate with any tools with our simple to use API without limits.

quick

QUICK REPLIES

Quick answers to common questions at your fingertips to easily insert them into the interaction.

rules

RULES & AUTOMATION

Speed up your workflow by using rules to automatically change properties of interactions, notifications to customer and many more.

flow

WORKFLOWS

With Workflow rules, you can set up powerful automations to take care of repetitive tasks using simple condition checks and take actions

rating

SATISFACTION RATING

Collect qualitative ratings on total interaction or specific reply and also comments from customers so you can improve.

notice

NOTIFICATIONS

Stay in the loop with notifications in your email, browser, or on your mobile device.

Different deployment models handle the various diverse client demands
different

Contact Us

Our sales team will be happy to assist you with your query. Please feel free to drop in your details and message. You will be contacted at the earliest.