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, inquiries, letters, etc.
Bring all the email IDs to one single interface. No matter if the customer sends the email to Finance, IT, or any other department, agents get a unified inbox to work on it.
Multilevel SLA Workflow
A systematic predefined workflow SLA and routing rules to manage huge amounts of emails and other webform queries without losing the conversation trail of the customers.
AI-Based Text Identification
Artificial Intelligence and machine learning powered by semantic analysis make it possible to analyze and identify the context and emotions in the text, and many more.
Our AI engine can determine the content and intent of the customer and route it to the best available agent, eliminating the need for manual intervention.
The customer data from multiple channel interactions for the agents to make them better informed, giving value add to the conversation
Exclusively for the agents for better and fast resolution of the complex queries of the customer ensuring better first call resolution rate.
Empower your organizational department by automating email management processes and bringing 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.
A centralized knowledgebase for a standard set of queries, consolidated history of data for each customer improves access to information for the agents. Routing each email to the 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 use of semantics and text recognition to generate auto-suggestions from the knowledge base. A productive agent helps in building a successful business.
Can’t get more simpler
Complete customer support history of every customer in single view, without having to dig deeper.
Routing rules, AI routing rules and intelligent routing rules to assign interactions to specific agents, it is always clear who is responsible for what.
Multiple properties of tickets like Status, State, Category, Sub-Category, Priority, Urgency etc. to help agents know where the interaction stands.
Stay on top of the most important customer support metrics in real time
Multiple notes options with private and public tags to help collaborate behind the scenes with notes that only you and your team can see.
Easily see who else is watching the same interaction or replying to the interaction to avoid embarrassing double replies.
Integrate with any tools with our simple to use API without limits.
Quick answers to common questions at your fingertips to easily insert them into the interaction.
RULES & AUTOMATION
Speed up your workflow by using rules to automatically change properties of interactions, notifications to customer and many more.
With Workflow rules, you can set up powerful automations to take care of repetitive tasks using simple condition checks and take actions
Collect qualitative ratings on total interaction or specific reply and also comments from customers so you can improve.
Stay in the loop with notifications in your email, browser, or on your mobile device.
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.