Enhancing Email Service by Managing the Email Flow Effectively With the volumes of emails are growing tremendously, it has become important to have an email system that is capable of to handling exponential increases in customer inquiries, avoiding backlogs of unanswered requests and unhappy customers. To manage email volume efficiently managing email volume it is essential to define a set of queues, rules and workflow so as to meet SLAs for contact resolution. Using a classification engine to streamline message handling and planning for email volume growth can help in efficient management. How to manage email with workflow To ascertain the path of emails through the email management system, it is necessary to have workflow. Ideally workflow needs to take into account The escalation channel It is always necessary for low-priority messages are answered in a timely manner, so that no message is ignored in a low-priority queue. And the escalation should be designed to effectively manage internal SLAs. Precedence It is also necessary to determine if requests from certain customers need to receive higher priority in queues. It is also important to decide if certain highly experienced agents or supervisors are going to be responsible for settling high-priority inquiries. Agent Alliance In cases where agents can collaborate with other agents, subject matter experts and partners outside the email system, manage the collaboration process as part of the workflow. Forward and track It is also necessary to account for customer inquiries to be forwarded outside the email management system, and be tracked and maintained as part of the customer’s record. For instance, if an email request is forwarded to the call center to be resolved through phone contact, it should also continue to follow the request within the email workflow so as to ensure SLA compliance.
Email Response Solution for Managing Email Service It is also important to make sure your email system is capable of scaling to many times your current support volume. By monitoring both the total number of emails received and sent as well as the average handling time for emails, it is possible to effectively predict future needs. With an efficient email response solution it is possible to can increase the productivity of agents by up to 75 percent. An efficient email response solution can provide superior email service while containing costs. It exceeds service levels with intelligent message handling and automatically prescribed and scripted answers. It helps in responding to customers faster and more consistently, with less agent training, through an extensive set of productivity tools and integration with knowledge management . With a good email response solution, it is possible to keep sensitive interactions confidential and improve contact center performance with comprehensive and flexible reporting. By managing email flow effectively companies can deliver a remarkable customer service software, and also achieve improvements in agent productivity and operational efficiency. Learn more on: voice of the customer & Customer Experience Management