Email is the third most commonly used customer communications channel after the phone and online FAQs. Because it is such a convenient and private form of communication, customers across all demographics rely on email and expect rapid, personalized responses to their questions.
Support effective email response management.
CIC’s email response management system allows you to route emails to the agent or group most qualified and available to respond to the query.
- Match inbound email routing to the correct agent or agent groups available.
- Apply business rules to speed priority email routing to the right agent.
- Intelligently handle replies with an ACD queue. Volume is tracked in CIC real time and historical reporting tools.
- Provide agents a natural email response model.
- Spell check within multiple languages.
Our Other Methods for Multi-Channel Contact
Contact us now for more information about utilizing email as a robust channel of communication.