Eptica raises the standard on email answers
For a customer, there is nothing worse than receiving an email reply through an automated system which doesn’t answer their question. Too many email systems use automation to handle high volumes of emails faster, but fall way short on delivering accurate answers. If the system makes too broad an analysis of meaning, a high proportion of customers will receive inappropriate generic responses. There’s no point in handling email in this way because it simply causes customers to send repeat emails or make phone calls when they don’t get a complete resolution.
Advanced semantic processing
Eptica Email Management™ utilises a highly advanced semantic processing engine to extract deeper and more accurate meaning from customers’ email text and improve the quality of information delivered through your email channel. It suggests answers to customers before they submit their enquiry to the contact centre. It identifies questions that are easy to resolve with automated responses with a high degree of accuracy. It improves the speed and consistency of agent assisted enquiries by automatically providing them with the best response from a knowledgebase of pre scripted email replies.
Intelligent routing
Highly intelligent and configurable routing can automatically assign queries to agents according to each customer’s profile and each agent’s competence.
Response management workflow
The management of email and other text based interactions is handled through a centralised knowledgebase and powerful workflow that ensures responses to customers are accurate, consistent and timely: even when customers cross from one channel to another, or enquiries are referred out of your contact centre for handling.
Comprehensive enquiry history
With each inbound email, agents can be presented with as much information about the enquiry as possible, such as: the customer’s account details; the enquiry’s full history (an enquiry can contain several email exchanges regarding the same issue between the customer and the contact centre) the customer’s past service history; a list of all other queries from the same customer waiting to be processed; and a summary of the customer’s specific needs and interests: this is done by analysing the client’s navigation path and/or a textual analysis of the customer’s query.
Dynamic, self-learning knowledgebase
The Eptica knowledgebase learns, from the way it is used, which email responses are best for answering specific questions. As agents use, edit and create new replies, these interactions with the knowledgebase continuously enhance and refine the relevance of content. Agents can recommend new content to the workflow as they receive new questions, which they don’t have information for, helping to keep the knowledgebase up-to-date as they work.
Agents can also draw on the knowledgebase for fast answers to enquiries simply by typing natural language questions in their own words.
Personalised responses
Agents can personalise pre-scripted templates, add web links, and attach documents from a resource library.
Automatic responses
Reduces contact centre workload by dealing with specific types of requests that do not need agent intervention such as: notifying change of address, requesting password, asking for product literature.
Query escalation to supervisor A query escalated by an agent to a supervisor is handled by workflow to ensure the query is fully managed and returned to the agent, with corrections and advice notes. Or, if the supervisor deems the agent’s reply to be correct, it is approved, and automatically sent to the customer.
Escalation to external experts
Queries can be escalated from the contact centre to internal staff or even outside the organisation (such as through a trade partner or intermediary) to persons with skills sets identified by Eptica Email Management™. The system sends the query to the person’s email inbox and routes the reply through Eptica Email Management™. All exchanges are logged and tracked to provide a complete view of all exchanges between the company and its customers.
Customisable email forms
Email forms can be customised to carry your company’s brand look and feel. Additionally, forms can be designed to collect additional information from the customer that can be used to assist agents in answering the enquiry and fed into CRM systems, such as product codes and account numbers.
Comprehensive dashboard
Presents key performance indicators such as the average time taken to process requests and number of request s remaining in the queue. Agents can also have their own personal page showing their own productivity rates.
Dynamic information push
Targeted, tailored messages can be automatically included in email acknowledgements and replies. Automatically include personalised information about special offers, loyalty points or renewal dates. Up sell and cross sell by displaying promotional offers relevant to the customers’ interest. Automatically insert a link to a customer satisfaction survey to collect customer feedback.
Monitor contact centre activity in real-time
Supervisors can discretely view agents’ responses and automatically check each agent’s performance history. Potential problems can be quickly identified and resolved.
Supervisor statistics
Access over 50 web-based reports, available in real-time or pre-run for key indicators such as volumes, productivity, quality of service, subject matter, most frequently used predefined responses, and more.
