Email Management

Eptica Email Management software will solve your email management headaches by making it easy to deliver exceptional email customer service with faster replies, better quality answers and significantly reduced customer service costs.

If your customers are left waiting too long, or receive an email 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 handling time and costs by as much as half and improve the quality of your email responses with First Contact Resolution rates of more than 95%. As a result you’ll achieve an overall reduction in inbound contact, including phone calls.

Eptica Email Management goes beyond simply managing email volume and routing. It uses an advanced workflow engine, meaning based search and self-learning 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 email 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 find the answers they want on your website.

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.