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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
Columnists:
November 2008
Small Changes, Big Results
Small behavioral changes produce remarkable performance differences.
November 2008
See You at the Talent Review
The real value in talent reviews is the discussion and collaboration, not the ritualistic review of data.
October 2008
What to Do About Performance Troublemakers
Individually, novelty, complexity and abstractness are performance killers. Together, they are even more troublesome.
September 2008
Stop Wasting Money on Training
The cost of inadequate workplace performance is staggering, but training, while a logical solution, is not always the answer.
Dashboard
October 2008
The Employee Survey: What's in It For Me?
Having an established Respondent Bill of Rights that can be communicated during the recruitment process can help set the proper expectations.
October 2008
Why Most Managers Are Stuck
Successfully transitioning into the manager role is not dependent on improving management expertise, but rather on changing one’s focus.
Application
October 2008
Team Effort Pays in Talent at London Business School
At London Business School, a third of all staff positions are filled by internal candidates, which is an indication the school has had success in developing and retaining its staff.
Insight
October 2008
Hewlett-Packard: Simple Talent Management in a Technical World
When it comes to talent management, Hewlett-Packard is all about business — business strategy, that is.
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