Email Response Outsourcing
Never Let A Single Email Go Unanswered: Call Center Email Response Solutions
Today, email is the prime channel for service and support and are treated with the same level of urgency as phone calls with customers using email to communicate with companies on their own time, day or night. In return, customers expect not only quick and accurate information, but personalized responses as well. That's where we can help.
Customizable, Scalable Email Response Outsourcing
The Connection® uses Moxie, an easy to use email interface, with the ability to push emails automatically to an Agent workspace, or a universal mailbox Agents can access emails from. However, you don't have to use our system, we can integrate with your email system as well. Regardless of the email platform utilized, we provide reports on a variety of criteria including emails received, handled, quality score and disposition - just to name a few.
Working within your email system or ours, we can provide:
- Email Prioritization and Delivery Routing To Manage Incoming Email and Web Forms
- Contractually Guaranteed Email Response Times
- Intelligent Q&A Pairing – Send Auto-Responses and Provide Response Recommendations to AgentsSpecially Trained Agents Able to Provide Scripted or Free Form Email Responses
- Quality Monitoring of Email Response Teams Ensuring Consistent, High Quality Customer Experiences
- Robust Reporting Capabilities and Tracking of Customer Queries Including Analytics and Real-Time Alarms for Operational Performance Management
- Flexibility to Work with Existing Systems or Utilize The Connection® Omni Channel Email Response Platform