Fuel customer satisfaction and agent effectiveness
The ubiquity of email has shifted customer preferences dramatically in recent years, making it the preferred method of contact for many of your customers. Whenever possible, customers prefer to resolve simple inquiries on a company website or via email. It’s crucial, then, that your email service levels achieve parity with the service your contact center provides through all other channels.
Slow response and inefficiency frustrate customers
Email has long been a prime channel for service and support. For some companies, email is the only digital channel used for customer engagement. Despite this, email interactions are often excluded from or only loosely involved in the support processes. Messages can’t be prioritized and routed to the most appropriate agent, and there’s no easy way to know if an appropriate knowledge base exists to serve the issues raised via email.
In addition, when customers use email for sales or support, they typically have to wait 24 to 72 hours just to get a reply. And when the reply does come, it too often provides scant information and discourages follow-up interactions.
Ineffective email support damages the customer experience and can hurt your company’s image. Patient customers will turn to the more expensive voice channel to get what they need. Less forgiving ones will jump to a competitor’s site to complete their purchases or may simply lose loyalty to your brand.
Transform your email engagement
Put an end to inadequate email service and support with Genesys Email. Reduce the number of interactions that are escalated to voice channels with accurate, automated email responses. Intelligently route emails to the available agents whose expertise best matches the customers’ needs.
Use the embedded reporting capabilities of Genesys Email to glean insight into historical and real-time performance, so you can quickly adapt
to meet your customers’ needs. Then use that data and configure the built-in rules engine to prioritize emails based on key criteria, such as a customer’s relative value to your company.
By incorporating email interactions into your customers’ overall engagement history, you eliminate the disjointed service caused by siloed teams. With Genesys Email, your contact center will deliver a seamless, contextual customer experience across all channels.