Emails, emails, emails: besides telephone calls, most customer service enquiries come in via email. That makes the channel’s potential correspondingly large – provided the contact centre handles customer cases efficiently. How? With the right software. Discover novomind iAGENT Mail.
Same, same but different
Many companies still have their customer service on various systems. This makes gaining an overview of open enquiries more challenging, with one and the same customer case becoming many. Efficiency is lost.
So, what can help?
One platform that pools all channels of communication, and is thus able to display all queries a customer has made – across all channels – as part of one customer journey. Predefined suggested replies for each identified query and boilerplate text, ensures even more efficiency: agents can give consistent responses to the same questions – and keep the quality of these responses high.
This is exactly where novomind iAGENT Mail comes in:
All incoming queries are analysed, categorised and sent to a team of agents who have the necessary skills – and in multiple languages to boot.
The benefit:
Agent productivity increases significantly due to shorter processing times. Customers receive reliable answers – quicker. If a customer still has more questions they need answered, then preference will be given to directing them to the agent they last spoke to. This conveys a more personalised service, and exudes efficiency.
Oliver Winter, General Manager, A&O
Gone are the days when end customers received different answers to the same question. Processes are now standardised.
No matter which channel end customers choose: their queries all seamlessly land on one platform. Now there’ll never be an agent without a full overview.
To take some of the workload off agents’ shoulders, our AI filters the customer's query using semantic processes. It then dictates how the query should be managed within the system.
novomind iAGENT Mail is multi-client capable and therefore particularly suitable for use in modern multi-channel contact centres.
Thanks to the extensible architecture and public APIs, novomind iAGENT is open to be integrated and connected with third-party systems.
novomind iAGENT Mail is part of the collective agent interface, and can be expanded to include additional channels, such as chat, video chat or call, at any time.
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