This solution optimizes data handling through automated distribution, ticket assignment, and integration with other channels, fostering a more organized and efficient email workflow. Additionally, it enhances overall business operations by improving efficiency, ensuring adherence to SLAs, and offering insightful reports for continual process optimization.
Admin oversees email settings, including user credentials, for efficient connectivity.
Admin has the power to create and assign emails, enabling or disabling them as needed.
The admin maintains control over the activation and deactivation of email functionalities.
Admin creates and manages queues, assigning processes, updating statuses, and configuring escalation options.
Admin establishes SLA parameters, assigning them to processes and enabling specific options.
Admin assigns escalation levels to processes, ensuring timely and effective issue resolution.
Automated notifications alert users when tickets transition between SLAs and are assigned to agents.
Admin configures holiday and business hour schedules, optimizing service availability.
Admin creates and assigns auto-response templates to processes and specific emails.
Admin defines close reasons, empowering agents to efficiently close tickets within a process.
Whether you are in the office or out to have lunch, you can receive and send emails anytime and anywhere. Your customers can reach out to you whenever it is convenient for them, and you can quickly come up with an action plan.
Customers can present more detailed information on their queries, and you can provide more detailed solutions. This way, customers can feel that you take their concerns seriously. It is also possible to attach files, such as bills, screenshots, and other relevant documents!
Emails with ticket numbers or IDs are easy to trace and track. You and your customers can always go back to what you have previously discussed.
Email support systems can be integrated into other channels. Moreover, sending an email costs the same regardless of distance and the number of recipients.
Email discussions are not available to the public, so customers can rest assured that their information is safe and secure.
No. This is a browser-based tool So, agents can comfortably log in through any browser.
Yes. Multiple email exchange servers such as yahoo, Gmail, outlook can be simultaneously integrated and individually routed to assigned department or specific agents.
Yes. There will be a unique ticket number for each incoming mail throughout the trail.
SLA duration can be set in minutes. Once an email doesn’t get closed in the stipulated time it will automatically go to the next level of agents’ inbox.
Yes. The same email managing agent can be enable to handle requests from call, chat , what’s app or social media using single login.
