The growth of the internet has encouraged many people to use email and web forms as alternative to more established forms of customer interaction, email manager enables contact centres to process volume of emails and manage this channel to market.
One of the challenges in using email as a channel is the quality and efficiency of the responses. Email manager offer convenient, consistent service by supporting the agent with a drop down menu of standard responses and a notes field to record private information.
Logicalware has quickly and efficiently integrated email manager into many CRM and internal client systems and create a complete view of the customer at every interaction point.
Customer service is a potential competitive edge, email manager enables managers to set response times and ensure that the business meets the objectives.
Ensure "best practice" process standardisation across channels and agents by the use of template emails.
Mail Manager Solutions
Simple setup that can scale to handling 1,000s of emails per day to 100s of email addresses. Email manager does not replace your email system it adds work flow and functionality.
Best-of-breed tools for managing and automating email and web interactions. Email manager replaces the tedious and repetitive task of sorting emails that arrive in volume, it will quickly find key emails, automatically prioritising them to route them to the appropriate resource and providing a central view.
Platform easily integrates legacy customer data with multichannel service interactions so that agents get a common view of the customer-across service, marketing, billing, and account details.
Simple to use with powerful analytics to track service levels and manage agent performance.
The email equivalent of call centre automation for telephones with support and management controls to capture data and standardise contact centre processes so that "every agent can be as good as your best agent."
A business enabler to help progressive organisations maximise resources and manage distributed agents.
Case Studies
"Mail Manager will save Difference both time and money, while delivering great reporting for our clients."
Difference Corporation's contact centre division is a multi-site contact centre operator handling both inbound and outbound campaigns on behalf of clients across Europe. It combines client in-house resources, its own contact centres and partner centres to deliver rapid response.
The shift from voice-only traditional call handling to multi-channel - including email - presented a challenge for Difference.
MailManager helped it handle email across multiple sites, time zones and different IT infrastructures, combining multiple sites, multiple campaigns andmultiple channels.
"Mail Manager is ideal for Difference as client campaigns can be live in hours - safe in the knowledge that customer contacts are all captured and processed efficiently. We have clear reporting, great efficiencies and inbuilt business continuity. Mail Manager will save Difference both time and money, while delivering great reporting for our clients." - Difference Corporation.
