E-mail Customer Service
Answering and processing issues received in e-mail with controlled procedures
With the module lost tasks can be eliminated and processing becomes fully supported and automatically controllable. The processing of incoming e-mails is done by a previously defined automatism; it searches for the identification (e.g.: order ID, deadline, etc.) required for processing. Based on this, tasks are given to the specific administrators according to the predefined set of regulations. The workload of the administrators, the processing times, as well as the relevant procedure parameters can be tracked and measured in real time.
Main features of the module
Five reasons for the implementation
- No lost or unanswered e-mail
- Optimized workload distribution efficiency is increased by automatisms
- Procedures can be tracked in real time
- Optional connection to other business modules and tasks
- An important step towards utilizing the potential of the digital channels
Main functions
- Automatic reception and registering of selected e-mail accounts; automatic extraction of metadata
- Searching and displaying partner data assigned to e-mail addresses on forms
- Automatic definition of SLA, deadlines and service levels based on master data
- Creating an automated signing order based on knowledge and workload
- Categorizing cases based on individual identification
- Monitoring response deadlines and alerting colleagues in charge
- Supporting investigation process
- Generating uniform responses by type from templates
- Tracking related examinations, managing documentation
- Creating measures and statistics
- Creating a knowledge base