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Are you proud of every single email being sent out by your customer services team?
Eptica at Call Centre Expo 2006 - putting the customer at the heart of email strategy
CC Expo 2006: Email specialists Eptica, will be bringing email management solutions to Call Centre Expo 2006. Currently being used at organisations such as IKEA, ING Direct and Brent Council, Eptica will be demonstrating Eptica Email Management, which organises and automates the processing of electronic requests by providing a personalised, relevant response process to ensure that customers are serviced promptly, efficiently and consistently. With email being the second most used communication channel between customers and companies after the telephone, Datamonitor research has predicted that by 2007 companies will see a reduction in the use of telephones by 4%, and an increase of up to 24% in email communication.
Eptica Email Management ensures agents automatically have a comprehensive customer history for a more individual and tailored reply, together with a choice of best response email templates which reduce response delays and boosts the quality of replies. Eptica's solutions also offer detailed monitoring of the customer contact centre with agent activity and queuing reports, allowing the business to quickly evaluate in real time the efficiency of their customer service and if necessary re-allocate resources to manage staff more efficiently and ensure that Service Level Agreements (SLA's) are always met.
Pascal Roche IT Director French retailer FNAC, which has stores in every French city selling; CD's, books, DVD's and computer accessories, commented on Eptica's Email Management solution: ‘We boosted productivity by 25% and improved the quality of our online customer service as a result of Eptica's solution".
Other customers have commented on the benefits of Eptica Email Management: "Beyond efficiently processing incoming emails, this tool enables us to archive and analyse both customer queries and agent replies". Yvonne Perrot, Service Manager for INSEE: French National Institute for Statistics and Economic Studies).
"We have calculated that after the first 3 months we have boosted our productivity by 18%, and we have not yet used all the features that Eptica Email Management can offer." Christophe Robyn, Contact Centre Manager at online electronic retailer Conrad.
As the email channel is a written interaction channel, Eptica Email Management also makes it is easier to quickly identify the latest trends in customer concerns, needs and interests. The solution is easy to implement and accessible via a simple web browser.
Visit Eptica at stand C85 at Call Centre Expo, 3- 4 October 2006, Birmingham NEC.
T:+ 44(0) 20 8297 5388 Eptica:
+44 (0)7769 978351