Improving the email customer experience
Despite the explosion of new channels, email is still the first choice for many customers when they want to make contact. Showing the scale of the channel over 2.8 million emails are sent every second and it is predicted that there will be over 4 billion email accounts by the end of 2015.
Consumers like the built-in audit trail that email provides, along with the fact that it is simple and straightforward and can be used at any time 24/7. While they don’t expect the instant response they will get via the phone or web chat, they do have high expectations when it comes to receiving timely, high quality answers.
Therefore successfully managing email enquiries is a critical part of the customer experience for organisations across multiple industries. But in an era where companies are looking to increase efficiency and cover more and more channels, how do you ensure that you are delivering an improved email customer experience?
Eptica’s multichannel customer interaction software enables the seamless management of email within your organisation. All incoming customer emails are automatically analysed and sent to the agent with the best skills to answer them, along with a suggested reply from the Eptica knowledgebase. This not only improves the customer experience by speeding up accuracy and response times, but it brings down costs through a more efficient, joined up service.
Examples of how Eptica customers have benefited include:
- Ageas: Email costs and handling time cut by 50%
- Haven Holidays: Email handling times reduced by 40%
- Easyroommate: 80% of emails now answered within 12 hours
- RSPCA: Email handling time reduced from 2 days to 21 minutes
And the knowledge behind email management can easily be shared across other channels, further improving performance. Once you have created your knowledgebase of information for the email channel, it can be used to underpin web self-service systems to provide instant answers online. This not only increases customer satisfaction and delivers a consistent service, but further reduces the workload of the contact centre as consumers can find basic answers themselves without needing to email. The web is just the start. The same knowledgebase can be used on your Facebook page and in mobile apps, providing a seamless experience across multiple channels.
To help companies looking to increase email performance, Eptica partner Azzurri is hosting a webinar on Thursday 11th July at 9.30am. Paul Barnes, VP Operations, Eptica and Stephen Wright from the Azzurri Contact Centre Practice will discuss best practice and case studies where companies such as Ageas, RSPCA, Easyroommate and Haven Holidays have seen measurable ROI from deploying Eptica Email Management. Sign up to the webinar here.
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