Your Company Needs an Email Response System
Posted on 11. Apr, 2011
We all know how popular email has become in business. While your call center may answer incoming phone calls, you still need an organized method of handling emails. If you do not have such an application in place it is time you considered implementing an email response management system. Once you employ such a system your customer satisfaction ratings will immediately get a boost.
When you install an email application such as the one offered by Syntellect, your agents and managers are equipped with tools that offer response libraries, hot-key phrase inserts, and attractive email templates. In addition when emails enter the system an auto reply is sent to the client acknowledging receipt of their email. Further, the email is instantly transported to the proper agent, and placed in their queue.
Moreover, an intriguing tool called the ivault is included in Syntellect’s email response management system. The ivault receives all incoming call center data, and archives it into one convenient database. Both agents and supervisors can easily access this information. This empowers your employees to solve customer difficulties efficiently and in a timely manner. The ivault stores, phone calls, faxes, emails, and even web chats. This is a great tool in resolving ongoing problems a client may be experiencing, and is useful in validating information.
In addition, the email application can be set to operate around your company’s parameters. For example, if a certain type of email needs to be worked on within a certain time frame the email system will place the email first in the agent’s queue. If the email still is not worked on an alarm can be sent to other agents, or a manager. This ensures the problem is resolved in the proper amount of time. Someone needs to take ownership of this particular email, and with the Syntellect in place somebody will.
On the whole, in today’s tough business environment your business must have a powerful email response management system. Today’s clients simply will not tolerate their problems not being solved in a timely manner. Your business rivals may already have an email application in place. You must automate your email retrieving system. In addition, the auto escalation feature of the Syntellect software ensures your client’s needs are being taken care of in a timely manner. Your client’s will notice they are being well taken care of when you have deployed the Syntellect email system.
