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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’s unique linguistics techniques and workflow features will help you drive organizational efficiency and boost the quality and accuracy of your agents’ email replies. Incoming messages are automatically analysed to identifying the tone used by the customer, so you can make sure that key unhappy customers are processed promptly. Average handling times are reduced by systematically presenting agents with the best responses from a self-learning knowledge base of pre-scripted email templates.

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.

Email Management Benefits

  • Reduce email handling time and costs by half
  • Reduce inbound calls by 30% and more
  • Reduce repeat emails up to 75%
  • Improve first contact resolution to more than 90%
  • Gain complete visibility of every enquiry and the performance of your customer service team

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Email Management Factsheet

Delivering great email customer service can reduce your service costs by half.

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The Eptica Multichannel Customer Service Study 2011

A study of how 100 leading UK online brands deliver customer service accross their web and email channels.

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