When your customers send you an email, they want a quick and relevant answer. If they’re left waiting too long, or receive a reply that doesn’t answer their question, they’re likely to phone, or email again - a recipe for increasing customer frustration and the workload in busy contact centres.
Eptica Email Management™ tackles these issues by improving email handling efficiency and the quality of your agents’ email replies. Expect to reduce repeat emails by 25%, cut email handling time by as much as half, and achieve an overall reduction in inbound contact, including phone calls.
Eptica Email Management goes beyond simply managing email volume and routing. It uses intelligent semantic processing, normally utilised by advanced search engines, and a dynamic customer service knowledgebase to manage customer email interaction. As a result, your customers will receive faster, more accurate answers.
Your Eptica Email Management solution can also take you on the journey to online self-service – by using your replies to inbound queries to build a searchable knowledgebase of customer service information which your customers can easily access online. Your call and email volumes will immediately decline as customers begin to find the answers they want on your Web site.
Eptica enables your Web and customer service channels to work together to improve customer engagement, give customers better information, resolve enquiries faster and maximise every sales opportunity.
