Managing increasing volumes of inbound Customer emails is one of today’s emerging business challenges.

When your customer sends you an email, they want a speedy reply that correctly answers their question.

Your Customer today expects a response to email in hours NOT days. If they’re left waiting too long or receive a reply that doesn’t answer their question, they’re likely to phone or email again – a recipe for increasing Customer frustration and the workload in busy contact centres.

CONGEX addresses these Customer service challenges with solutions that improve email handling efficiency and the quality of your agents’ email replies. We work with you to deliver;

• Reduced repeat emails
• Faster email handling time
• An overall reduction in inbound contact, including phone calls.

CONGEX has partnered with Eptica to deliver an Email Response Management solution that goes beyond simply managing email volume and routing. It uses intelligent semantic processing, normally utilised by advanced search engines, and a dynamic Customer service knowledge base to manage Customer email interaction. As a result, your Customers will receive faster, more accurate answers.

Repurpose Email responses to build an effective knowledgebase for Web Self-Service

Your Email Management Management solution can also take you on the journey to Web Self-Service – by using your replies to inbound queries to build a searchable knowledge base of Customer service information which your Customers can easily access online. Your call and email volumes will immediately decline as Customers begin to find the answers they want on your website.

With CONGEX, your eCommerce and customer service channels can work together to improve quality of service, resolve enquiries faster, lower costs and maximise every sales opportunity.