Intelligently manage large volumes of incoming email
Get the most out of email
Being reachable by email makes you constantly available, allowing your customers to write to you at their convenience.
Being able to send images or documents makes it easy to better detail requests and provide complete answers.
Your customers appreciate the transparency of email, thanks to its written and indisputable quality.
Handle the chaos of email
Centralize your incoming emails to intelligently manage them from reception to closing.
One or many inboxes
Find all your inboxes in one place, whether they are hosted on our servers (MX) or yours (IMAP).
Push or pull email distribution
Automatically distribute emails to your agents or allow them to choose which emails they wish to handle.
Each email is analyzed to understand customer needs by identifying keywords, language, customers information, spam… before routing it to the right agent.
Ensure quality responses
Your agents are equipped with a familiar text editor, as well as the necessary tools to deliver complete and accurate answers that live up to customer expectations.
With fill-in-the-blank templates, agents can give speedy replies while customers receive quality information.
Save a draft, answer, transfer or close a thread – agents have control.
With customer records, interaction history and email threads, agents know the context of each email.
Give your agents the right information in an easy-to-access format that’s ready to be copy/pasted directly into their emails.
Reduce the customer effort needed to reach satisfaction
No one appreciates waiting over 48 hours for an answer, and even less for an incomplete answer. Evaluate the quality of your team’s responses and track KPI to guarantee a great customer experience.
Supervisors are able to read, validate or invalidate outbound emails before they are sent to the customer to ensure quality content.
Limit the time agents have to answer an email to guarantee your SLAs and supervise outgoing emails with the proofreading tool before sending them out to customers.
Measure the activity of your incoming and outgoing emails with key metrics such as average wait time and response time.
IMPROVE YOUR EMAIL CONVERSATIONS
Use outbound email to automatically send emails to your customers based on different actions taken, keywords, dates…
Create balance between your contact channels
For each type of customer request, a suitable channel exists. Use email for requests that aren’t urgent or complicated.
An agent doesn’t have the whole answer? He can write what he knows and send the email back to the queue or transfer it to be completed by another colleague.