Efficient e-mail response management

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.

Deutsche Post logo
Otto
EnBW
Sixt
ADNIC

First Class efficiency, here we come!

Same, same but different

The challenges posed by email management

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.

Transparency and consistent quality in customer service

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.

Features & benefits of our email management integration

The same question gets the same answer

Gone are the days when end customers received different answers to the same question. Processes are now standardised.

A cross-channel customer journey

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.

AI helps to identify queries


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.

Multi-client capability

novomind iAGENT Mail is multi-client capable and therefore particularly suitable for use in modern multi-channel contact centres.

Open interfaces

Thanks to the extensible architecture and public APIs, novomind iAGENT is open to be integrated and connected with third-party systems.

An omnichannel service

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.

novomind iAGENT modules for omnichannel customer service

novomind iAGENT

AI-based assistant to support your agents

novomind iAGENT

Optimal processes at the contact service center

novomind iAGENT

AI-based bots for 100 % automation

novomind iAGENT

The intelligent solution for the voice service channel

novomind iAGENT

The fastest way to help customers

novomind iAGENT

Seize opportunities and turn critics into fans

novomind iAGENT

For transparency and consistent quality

novomind iAGENT

A very personal approach to customer communication

novomind iAGENT

Direct access to valuable team knowledge

novomind iAGENT

Show your face – create trust

novomind iAGENT

AI-based voicebot for better accessibility

How can we take your customer service to the next level?

Want all the information at a glance? You can find it in the novomind iAGENT product flyer.

Let’s get in touch

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  • South Africa

Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.

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We look forward to your email!

We look forward to your email!
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We look forward to your WhatsApp message!

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Message

We look forward to your email!

We look forward to your email!
*Required
WhatsApp

We look forward to your WhatsApp message!

WhatsApp
Contact us via WhatsApp – simply scan the QR code with your mobile, or open WhatsApp.
QR Code WhatsApp
Telephone

We look forward to your call!

Just pick up the phone!
Want to speak directly to our experts? Here you’ll find the right contact person to answer your query. The novomind team looks forward to hearing from you!

Back

Message

We look forward to your email!

We look forward to your email!
*Required
WhatsApp

We look forward to your WhatsApp message!

WhatsApp
Contact us via WhatsApp – simply scan the QR code with your mobile, or open WhatsApp.
QR Code WhatsApp
Telephone

We look forward to your call!

Just pick up the phone!
Want to speak directly to our experts? Here you’ll find the right contact person to answer your query. The novomind team looks forward to hearing from you!

Back

Message

We look forward to your email!

We look forward to your email!
WhatsApp

We look forward to your WhatsApp message!

WhatsApp
Contact us via WhatsApp – simply scan the QR code with your mobile, or open WhatsApp.
QR code
Telephone

We look forward to your call!

Just pick up the phone!
Want to speak directly to our experts? Here you’ll find the right contact person to answer your query. The novomind team looks forward to hearing from you!

Back

Message

We look forward to your email!

We look forward to your email!
*Required
WhatsApp

We look forward to your WhatsApp message!

WhatsApp
Contact us via WhatsApp – simply scan the QR code with your mobile, or open WhatsApp.
QR Code WhatsApp
Telephone

We look forward to your call!

Just pick up the phone!
Want to speak directly to our experts? Here you’ll find the right contact person to answer your query. The novomind team looks forward to hearing from you!

Back

Message

We look forward to your email!

We look forward to your email!
*Required
WhatsApp

We look forward to your WhatsApp message!

WhatsApp
Contact us via WhatsApp – simply scan the QR code with your mobile, or open WhatsApp.
QR Code WhatsApp
Telephone

We look forward to your call!

Just pick up the phone!
Want to speak directly to our experts? Here you’ll find the right contact person to answer your query. The novomind team looks forward to hearing from you!

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