Email And Web Chat

In fact, the rise of mobile devices, which allow consumers to email easily wherever they are, means that the number of messages companies receive is actually growing. We will solve your email management headaches by making it easy to deliver exceptional email customer service with faster replies, better quality answers and significantly reduced customer service costs.
The management of email and other text based interactions is handled through a centralised knowledge base and powerful workflow that ensures responses to customers are accurate, consistent and timely: even when customers cross from one channel to another, or queries are referred out of our contact centre for handling. With each inbound email, agents can be presented with as much information about the query as possible, such as: the customer’s account details; the query’s full history (an query can contain several email exchanges regarding the same issue between the customer and the contact centre) the customer’s past service history; a list of all other queries from the same customer waiting to be processed; and a summary of the customer’s specific needs and interests: this is done by analysing the client’s navigation path and/or a textual analysis of the customer’s query.Targeted, tailored messages can be automatically included in email acknowledgements and replies. You can automatically include personalized information about special offers, loyalty points or renewal dates and up sell and cross sell by displaying promotional offers relevant to the customers’ interest or insert a link to a customer satisfaction survey to collect customer feedback.