Are your agents working on focused categories?
Are agents spending too much time in analyzing and categorizing emails?
Are you able to reduce email volumes through automated responses?
Are agents efficiently reading and accurately categorizing support emails?
It’s time to get more done. It’s time to work on focused categories to improve agent efficiency and productivity.
Most of the agents spend a lot of time in reading the support email, categorizing them under specific sections and then drafting the appropriate response.
Email Support cuts through and automates the entire process of reading and categorizing the support emails by effectively using the keywords and some advanced algorithms. Structuring and automating the data would eliminate the time the agents would spend on reading and allocating emails.
Email Support Features
Email bots with autoreply to customers to solve queries
Shorter time to closure using STP (straight to process) feature
Manage agents and categories
Control over how many mails can be allocated to which agent under which category
Daily management of category-wise agent allocation
Real-time email categorization with duration specification of email allocation to agents
Control over handling of mail backlogs
Can be integrated with tools like Salesforce, Microsoft Dynamics and Talisma
Supported by advanced spell check algorithms so our engine does not miss out anything
Direct mailing to helpdesk agents in case of SME clients who do not have a ticketing system
Dashboard to identify
- Key pain points of customers
- First time resolutions
- Category with maximum emails
- Agent assessment
- Longest mail chains
- Average turnaround time
Email Support Benefits
30-40% automation of email responses and STP cases
25% increase in agent productivity
Focus and specialization in select categories
Automate standard request responses
Lower training time and cost
Reduce manpower overheads
Automated email allocation avoids human intervention and costs
Faster responses with high accuracy