Email Management
Customers will only use new channels, such as the Internet, if the benefits of those channels are clearly explained to them. Agents have a key role to play in supporting this channel switch. Yet many Agents do not understand about the organisation’s web site and, more importantly, the specific benefits that this will offer different types of customers.
E-mail management
You also need to consider how you handle web enquiries that arrive in your centre by e-mail. There are e-mail management tools available that provide a range of funcitons:
- send out auto-acknowledgements and automatic responses based on template information
- provide tools to help you sort, route and manage email responses against an operational Service Levels
- re-use knowledge across the web and within email replies to help customers to self-serve to find the answer to their enquiry.
