Intelligent Email Reduces Call Centre and Customer Service Department Email Costs
London-based customer management and support company iDesk pIc, today announced the availability of its email management solution after successful pilot projects for British Telecom and LineOne. Intelligent Email is targeted at call centres and in-house customer service departments who receive high volumes of email and require a system to manage the workflow and reduce costs.
The iDesk Intelligent Email solution is available either as a managed service, for enterprises that wish to outsource both the human and technical requirements to iDesk, or the system can be purchased outright. With a proven ability to handle an average 70 percent of all online enquiries without direct manual agent answers, iDesk believes Intelligent Email will be in great demand, increasing operating efficiencies and reducing support costs, whilst enhancing customer satisfaction and loyalty.
Customers expect to be able to contact an organisation at any time, through any media and receive an immediate response. With email now displacing traditional corporate communication systems - including postal services, couriers, faxes and, to a lesser extent, telephones - companies are receiving ever-higher volumes of customer emails and many are struggling to deal with this massive influx.
iDesk’s Intelligent Email, enables companies to accelerate the response process to all emails received from their customers by providing call centres and customer service departments the ability to route, track and respond to large volumes of customer email in a timely fashion.
Key features of iDesk’s Intelligent Email solution include:
· intelligent, automated responses - advanced Artificial Intelligence is used to enable customers with non-complex or commonly identified enquiries to receive a response almost immediately, whilst leaving agents free to focus on handling questions and resolving problems for those customers that require more extensive help
· skills-based routing - analyses the content of an email and directs it to the appropriate destination in the enterprise
· a web knowledge base - where popular questions and their model answers are available for quick application by agents, resulting in faster response times and reduced training needs
· comprehensive real-time reports - both standard and bespoke reports can be generated, providing real-time statistics on the performance of agents or groups
“With the growth of the Internet and the increased and immediate competition that it affords, call centres and service departments, more than ever, need to make sure they deliver the most responsive customer service to ensure total satisfaction,” comments Steve Berry, CEO at iDesk. “If they fail, customers have other options and that's lost revenue. Companies need to be in a position to support all forms of customer enquiries effectively, no matter what medium their customers use to contact them.” Berry added, “Intelligent Email offers email intensive businesses a cost effective, easy-to-implement strategy for delivering a superior level of customer service that goes far toward fostering customer loyalty.”
Datamonitor forecasts that email contact will rise from six percent of customer’s interactions with businesses in 1999 to 27.3 percent in 2003. Further research shows that emails will account for 20 percent of inbound contacts to call centres by 2003. With these statistics in mind, it is clear that there is an inherent need for management tools that enable companies to cater for the growing utilisation of electronic communication.
Whether a company is building a customer support system from the ground up or integrating it with existing organisational structures and legacy systems, Intelligent Email’s uniquely flexible and scaleable design delivers a cost-effective, easy-to-implement strategy for building customer relationships over the Internet.
Intelligent Email can be implemented within 6-8 weeks and is available from £20k.
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iDesk provides world class customer management and support solutions for contact centres and technology companies. Using its understanding of customer interaction, technology and business processes, iDesk supports its clients in creating and enhancing profitable relationships.
With acknowledged expertise in providing unrivalled customer and technical support, as well as a proven portfolio of products and services, iDesk is uniquely positioned to deliver effective customer management. Through a highly flexible, modular approach that is easily integrated with existing systems, iDesk reduces costs and increases revenue potential.
Current modules and services include: consultancy; web-based support applications (email management; workflow; knowledge-based self-help; electronic bill presentation and payment; automated web design), integration services, technical support, managed services and call centres facilities.
Clients include: BT, Cable & Wireless, NTL, UUNet, Mirror Group and John Menzies.
For more information, visit iDesk at: http://www.idesk.com
(+44) (0)1494 434 434
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