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Industry News

 

E-Mail Response Management Software Lowers Customer-Service Costs

Wednesday April 30, 2008

 

"More and more customer communication is via e-mail," said DeskShare President Sunil Manucha. "Bringing automation and expert systems to e-mail response management can make happier customers, increase future business and greatly reduce labor costs."

Until now, Email Response Management Systems were restricted to the very largest enterprises. With Email Responder, this vital business tool is now available whether you have 1, 10, 100 or 1,000 employees.

Email Responder automates the process of answering e-mail by recommending a response when it finds key phrases in the e-mail. Prewritten replies allow routine questions to be answered with no typing at all.

Designed from the ground up for support teams, Email Responder lets your staff manage shared inboxes like sales@yourcompany.com. Built-in support for sharing e-mail inboxes makes it simple to distribute the responsibility for replying to e-mail. With Email Responder, your support team can turn inbound e-mail into a great customer experience.

In addition, Email Responder adds advanced capabilities such as e-mail routing, product or service purchase history, data analysis and reporting. Every e-mail received is intelligently analyzed and automatically assigned to the correct person or group. Email Responder maintains a complete customer history, including all correspondence, a history of the customer's orders and phone conversations.

The built-in reporting tools help customer service managers to supervise their staff, measure their department's performance and even improve their company's products and services. 

For more info: http://www.deskshare.com