E-mail has become one of the fastest growing support channels for customer service. The capabilities of sending and receiving e-mails by mobile phones will further accelerate this trend, and consequently, companies need to be prepared to quickly and efficiently handle the incoming requests received from their customers using the e-mail channel.
The cost of managing a customer contact via e-mail is normally considerably higher than for a customer phone call. The e-mail channel does not allow interaction between the company and customers in real time, as done by Chat or Phone, and as a consequence the customer has to wait for feedback from a Customer Service representative, which can often take up to 24 hours.
Due to these facts, the service level and client satisfaction are usually rated the lowest in the e-mail channel in comparison with other channels. As a way to revert this trend, Artificial Solutions introduces its CSO E-mail Management System (EMS).
CSO E-mail Management System is an application that integrates the CSO suite. Its main objective is to analyze incoming e-mails with the help of advanced natural language based technology.
EMS categorizes the e-mails and suggests possible replies and attachments, preparing the reply e-mails to be sent to the customer. The reply e-mails are automatically sent to the client after an optional review by the service agents. The knowledge used by the E-Mail Management System (and by the Virtual Chat Agent and Virtual Speech Agent) is managed from the CSO Control Center application, allowing our clients to manage all customer interactions from one central knowledge base.
The E-Mail Management System is a powerful application that helps organizations reduce the cost for managing e-mail support while at the same time improving consistency, speeding up responses and increasing customer satisfaction.
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