Email Response Solution for Automated Message Handling
Opt for an email response solution that can
· Provide superior email service
· Contain costs.
· Handle messages intelligently.
· Respond to customers fast and more consistently.
· Confidential with Secure Messaging.
Features to look for in an Email Response Solution
Automated Message Handling – To interpret the content of messages and determine customer intent and automatically send personalized acknowledgements and replies. Moreover it reduces the response time of the agent by suggesting fully scripted answers
High-performance Desktop – A desktop that will boost agent productivity, including populating outgoing emails with most the likely solution, pre-filling replies that include context-specific customer data from your back-end systems, canned phrase selection, user-defined hotkeys and a universal history that maintains the context of the service interactions across channels.
Integrated Knowledge – Your agents can include rich content while cutting response time, ensuring accuracy, improving first contact resolution rates and, at the same time, encouraging them to use web self service options in the future.
Secure Messaging – Conduct confidential communications without the need for cumbersome encryption/decryption applications.
Advanced Security – You can choose to encrypt data at rest and ensure that your agents are only able to access the information that appropriate to them.
Performance Monitoring – An easy to understand dashboard lets you spot queue trouble spots in real time, so supervisors can take action in time.
Thus an intelligent email response solution can enhance customer service experience, improve agent’s productivity, increase revenue through up-sell and cross sell, ensure compliance and security in customer interaction and build customer loyalty through brand aligned customer service solutions.
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