THE EMAIL PROBLEM
The statistics don’t lie — most organizations are abysmal at responding to email inquiries. In both support and sales situations, companies are doing a terrible job keeping up with the volume. In fact, it’s volume that may be causing the problem:
In 2013, more than 183 billion email messages were sent every day.1 That’s 2.1 million messages per second.
A recent study conducted by Internet Retailer Magazine revealed that 73% of web merchants receive at least 50 support emails every day. Nearly a quarter of companies reported receiving more than 200 inquiries daily. But, regardless of email volume, it remains the preferred communication method of online consumers. So, what do businesses do to manage the volume of inbound emails so that they don’t miss sales opportunities or deliver poor service to existing customers? Email Management is an included feature in BoldChat Enterprise. Team-based: Treat emails like work tickets Integrated: Associate emails with chats & calls Assign, route, escalate and organize: Ensure customers and prospects are responded to with accurate information in a timely manner
HOW IT WORKS
We’ve become so used to the Outlook™ paradigm that companies don’t know what they’re missing. BoldChat’s Email Management works because it supports a collaborative approach. Emails aren’t just simple messages, they are pieces of work, sometimes complex work, that need to be managed to resolution. It’s the difference between forwarding an email and assigning it. It’s the difference between responding to an email and taking ownership of the entire communication.
FEATURES & BENEFITS
Organize & Assign:
Subject/body routing directs emails into the correct workflow where they can be accepted, escalated, and resolved. An automatic email distribution engine is also available allowing auto-assignments and re-assignments to occur based on departments. BoldChat's email management capabilities also allow ownership of an individual email, not just an entire thread, and reports can reflect the individual email and reassignment of the thread when agents are unavailable.
Threading technology ties individual emails together and automatically reopens them when customers or prospects respond.
Auto-responders answer many questions without the need for operator interaction and Adaptive Messaging™ puts frequently used responses at the fingertips of support and sales staff.
Tools for Collaboration:
Operator discussions enable behind the scenes cooperation and coaching which improve the efficacy of responses without creating more email traffic.
Automatic time stamping enables the easy-to-use reporting interface to show email statistics such as average speed of answer and average time to close.
Rich contextual information:
A full history of email communication with a customer provides agents with valuable background when responding to an email. Relate emails to chats and click-to-calls to see a holistic view of a customer’s entire communication history.
Restrict email actions with complete permission control. Dashboard gives supervisors and management an at-a-glance view into each email folder including statistics like the number of unanswered mails and the longest outstanding.
1 The Radicati Group, Inc., "Email Statistics Report, 2013-2017," April 2013