Email is the preferred method of
contact when agents aren't available to chat. Our email
management tool enables delivery of quick and informative
replies that your customers expect. When chat volumes
are low, agents can easily answer your customers' email
messages, utilizing the same knowledge base used for chat
and FAQs.
Features
Mail History InstantService maintains
a historical record of the correspondence between
the customer and the company until the incident
is resolved.
Auto-Response for Inbound
Mail InstantService can
automatically send a customized receipt message
for new emails in the queue.
Mail Routing Administrators can
define rules to route emails to specific departments
based on keywords. Replies are automatically routed
to the appropriate agent for a set amount of time
before returning to the department queue.
Automatic Queue Distribution
(AQD) InstantService offers
a queue distribution model that automatically assigns
new customer chat and/or mail sessions to agents
based on their availability, skill and performance.
In a customer support scenario, Automatic Queue
Distribution streamlines agent workflow and reduces
customer wait times. In a sales scenario, the new
system fairly assigns incoming sessions to commission-earning
agents in sequence, based on their individual skill
and priority settings.
Mail Notes Agents can add notes
to emails to assist in the resolution of the incident.
Notes are invisible to the customer, but can be
viewed by other agents and reviewed in reports.
Mail Sent Tab Agents have easy,
one-click access to review the mail messages they've
sent within the past 24 hours.
Headers and Footers Message body headers
and footers can be defined within the Account Administration
Utility that automatically wrap around every email
agents send.
CC, BCC and File Attachments Familiar email functions
are available within the Agent Console, including
CC, BCC and file attachments fields.
Send New Mail In addition to being
able to respond to incoming customer service emails,
InstantService allows new emails to be composed
and sent.
Advanced Mail Post This feature allows
you to post your customer's mail message directly
into your Department Mail Queue using HTTP or HTTPS,
instead of using SMTP. One advantage to using HTTPS
is it's secure and easier than implementing a separate
encryption scheme.
Hidden Fields Eleven hidden fields
(six with customizable labels) can be sent with
a message and then displayed in the Agent Console
when the message is opened. More information allows
agents to serve customers better and faster.
