How
can an enterprise manage email volume effectively?
"More
than a quarter of all enterprises take five or more
days to respond to email messages while another quarter
never respond at all." - Jupiter Research
Managing
the volume of email that most commercial websites receive
has become such a problem that some enterprises are
no longer even posting an email address. Jupiter Research
tells us that more than a quarter of online enterprises
take five or more days to respond to email messages
while another quarter never respond at all!
If
you operate an online business, you’re probably
not shocked by these figures. Many companies receive
thousands of email messages a week! So how does
an enterprise manage email volume effectively?
Live
CSR Host’s Email has the solution. It solves email
problems by bringing order and discipline to what so
often is email chaos. Live CSR Host Email comprises
an email response management system that uses natural
language processing to analyze the content of incoming
messages. Depending on the message content, Live
CSR Host Email composes and sends an automated reply
or routes the incoming inquiry to a customer service
representative's (CSR's) queue. There it is retrieved
for immediate response. An adaptive knowledge
base containing suggested responses enables CSRs to
insert appropriate standardized replies into the message.
CSRs
benefit from Live CSR Host Email because of the unlimited
number of predefined messages that can be cataloged
by the adaptive knowledge base. Once the customer’s
issue is understood, the CSR can select with the click
of a mouse, just the right message, including promotional
webpages for upselling and cross-selling. Live CSR Host's
knowledge base learns from each customer inquiry and
response, so that the accuracy of suggested messages
continues to improve as the system matures.
Most
importantly, Live CSR Host Email tracks and manages
email messages from receipt through response, ensuring
that each customer receives a prompt and accurate reply.
Live CSR Host Email will not allow your customer to
be ignored.
With
Live CSR Host Email, electronic messaging can become
another means of tracking customers and maintaining
their loyalty. Live CSR Host Email is part of Live CSR
Host’s Enterprise Interaction Suite (EIS) developed
to help enterprises better manage their customer interactions
and provide enhanced online customer service. EIS is
available as a licensed product or an ASP service. Other
components of EIS include Live CSR Host Collaboration
(live collaborative chat), Live CSR Host Telephony,
Live CSR Host Assist (self-service), Live CSR Host VoIP*
(Voice over Internet Protocol), and Live CSR Host Wireless.
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