Make the most of every email interaction in your contact center
Give customer emails the attention they deserve with easier email management tools
In the customer experience world, newer channels like social media, messaging and bots get a lot of attention. Sometimes we treat email like it’s fallen out of vogue. But your email address is one of the first things customers look for when they need assistance. Email, the first digital channel, is still essential for customer support.
Some companies treat email as a second-rate communication channel simply because they don’t have a great way to manage incoming messages. Without a live person waiting on the other end of the line, it’s easy to pass off an email as something that can wait. The good news: With the right tools, your contact center can create an integrated email experience that delights your customers and sets you apart.
When you can intelligently route emails to customer service agents with the right expertise, you set them up to resolve issues faster.
Balance agent workloads to make the best use of their time and reduce labor costs. Automatically push email interactions at the best time for agents to handle them.
Give agents all the information they need to personalize their email responses by integrating email in a unified, omnichannel desktop.
Email is one of the fastest, easiest communication channels for customers. To make it fast and easy for your contact center, centralize email with your other customer communication channels. With contact center software from Genesys, you can embrace email as an important method of communication and improve customer satisfaction across all channels.
To deliver seamless experiences across all channels, you need to capture all customer interactions in one place — email included.
Genesys contact center software brings your customer email communications into one system and interface, just like it handles calls and chats. This unified approach helps you understand customer conversations better, solve problems faster and get more value out of email interactions.
Get emails where they need to go, whether that’s to a shared mailbox or a specific agent. Genesys software uses the same ACD routing engine and evaluation methods for email messages as it does for phone calls and live chats. That means you can use skills-based routing to consider skills and language requirements and then route emails based on business rules, priority and resource availability.
Make email support quicker and easier for agents. Our software lets you automatically blend emails with other interaction types. This pushes emails to agents’ inboxes according to their workloads.
You can specify how many email interactions that agents can handle at one time. You also can determine if other interaction types take priority and interrupt email interactions. With our unified desktop, agents can move seamlessly between media types with all the context they need.
This unified approach gives you clearer insights. With centralized reporting, you can see historical and real-time performance for email, alongside other communication channels. Spot trends, identify issues and evaluate performance to keep improving your customer experience, backed by data.
We knew that Genesys was already one step ahead of other vendors for digital engagement – SMS, email and chat. It became clear the learning curve for my team would take longer with other vendors than it would with Genesys. We are very satisfied with all the Genesys solutions we’re using.
— Martin Marois, Senior Manager, IT for Contact Center Technologies, Videotron
Add what you need. When agents reply to an email, they can attach a file to send with the email reply. Incoming messages can display images as attachments or in line.
Email never looked so good. Our email management tools offer rich text formatting. Agents can add bullets or numbers, change colors, or highlight important bits in bold.
Stay consistent and respond fast. Canned responses are available across channels — so your team can use them in emails, too. Agents can edit canned responses to customize messages.
Be the gatekeeper. You can block specific email addresses from sending messages to your agents. Just add a decision step to check the email sender name for unwanted addresses.
Signed, sealed, delivered. Using your own MAIL FROM domain gives you more flexibility in complying with email authentication protocols. Our software gives you this option.
Our software helps protect you from spam and viruses. If an email contains a virus, we don’t deliver it. If an email is spam, we process it using settings you choose during setup.