Bring customer email messages into a single omnichannel interface to deliver seamless experiences. Empower agents to search for related interactions across channels. They’ll better understand customer concerns, solve problems faster and get more value out of every email exchange.
Maintain distribution visibility, set priorities with business rules and route email to the right agents for fast and effective resolutions. This helps you do a better job of balancing employee workloads, reducing labour costs and meeting service-level agreements.
Get clearer insights with a unified approach. Centralised reporting shows historical and real-time performance for email and other communication channels. Spot trends, identify issues and evaluate performance to improve your customer experience — backed by data.
Automatically capture, classify, prioritise and route email with advanced management tools. Configure rules to prioritise messages based on key criteria, such as a customer’s relative value to your company.
Oversee email KPIs with real-time analytics and historical reports. Analyse trends by customer segments or agent interactions, and boost email response rates and customer satisfaction with actionable insights.
Email never looked so good with management tools that enable inline images and rich text formatting. Agents can add bullets, change colors and fonts, highlight text in bold — and use dynamic email signatures for personalisation.
Stay consistent and respond to customers quickly with standardised replies. Agents can edit standard responses to customise messages and add frequently used inline images with a single click.
Signed, sealed and delivered. Using your own “Mail From” domain gives you more flexibility to comply with email authentication protocols — a valuable option for your customer service.
Clear the clutter by blocking specific addresses from reaching agents. If we detect a virus, we automatically disconnect. For spam, we refer to the customer’s configuration for a decision on how to handle it.
Get proactive and send personalised messages to a list of contacts. Create and manage multiple lists, define segments, build dynamic content templates and schedules for total control of outreach notifications.
Give customers an experience that says “We know you.” Empower agents with full visibility into past interactions across channels, while threading email responses for synchronous agent and customer experiences.
Give agents access to artificial intelligence (AI)-led answer assistance, tapping into the same knowledge used for self-service in other channels. And enable faster agent training so they have key details on less familiar topics to avoid transferring.
Send email notifications automatically without involving contact centre agents. Customers get helpful and timely notifications automatically, such as shipping on an order or reminders on upcoming scheduled appointments.
For email campaigns and agentless notifications, take advantage of supply delivery receipts. Quickly see whether an email was sent and how the recipient engaged. This gives you essential data to evaluate the effectiveness of email outreach.
Empower supervisors with tools to help manage agents. Supervisors can view what’s waiting in the queue, get a snapshot of everything happening and manually assign email messages to agents via other routing methods.
Enhance agent flexibility in handling email inquiries with the ability to respond to closed interactions, perform multiple actions on a single email and park email exchanges. Administrators also get dedicated analytics, such as tracking the average time emails are parked.
55%
of CX leaders say their company is meeting customer expectations via email
In the ever-evolving world of customer experience, social media, messaging and bots get a lot of attention. But your email address remains one of the first things customers look for when they need assistance. Email, the first digital channel, is still essential for customer support. Despite its importance, many organisations lack the systems and processes to effectively manage an inbox full of large backlogs of email messages.
Individual contact centre agents often struggle to find the most important email message to work on first. And that wastes valuable time. The routing capabilities from Genesys automatically get the right message to the right agents — for the right results. Our email management software capabilities make it easy to create an integrated email experience. You can easily delight customers, help agents perform their best and set your brand apart.
Email is one of the fastest, easiest communication channels for customers. To make it fast and easy for your customer service team, centralise email with your other communication channels. With our contact center solution, you can improve response times and customer satisfaction across all channels — including email.
To deliver seamless experiences, you need to capture all customer interactions in one place. Genesys brings your customers’ email communications into one system and interface in the same way it handles calls, chats, SMS text messages and direct messages from sources such as Facebook and Instagram. This unified approach helps you better understand customer conversations, solve problems faster and get more value out of email interactions.
Get email messages where they need to go, whether that’s to a shared queue or a specific agent. Our solution uses the same routing engine for email messages as it does for voice and other digital interactions. Route email based on skills, language requirements, keywords that include phrase matching in the subject line, bullseye methodology, availability and more. Base routing decisions on data from back-end systems, such as a CRM solution, and route email to multiple queues when an email comes in for multiple recipients.
Route email to contact centre agents according to their workloads, and automatically blend email messages with other interaction types. You can specify how many email interactions agents can handle and interrupt email interactions if another channel takes priority. Agents can move seamlessly between media types with all the context they need. Give admins options to dictate the amount of control agents have, including the ability to preview signatures or define if the past email history should be included in a response.
The right contact centre email software delivers a unified approach — and it gives you clearer insights as a result. With centralised reporting, you can see historical and real-time performance for email, alongside other communication channels. Spot trends, identify issues and evaluate performance to keep improving your customer experience and knowledge base — backed by data.
Don’t leave email out of the customer experience equation. Email management tools built into your contact centre software remove silos and add valuable customer context your support team might be missing. Improve your customer experience by bringing all points of contact into a single system. See how to keep email in the conversation.
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Customer service email support involves responding to customer inquiries and issues via email. It’s a common channel for customer service as it allows customers to detail their problems or questions at their convenience, and provides a written record of the communication. Agents handling email support must be adept at communicating clearly in writing and resolving issues effectively.
Email on its own may not seem as complex as some other forms of digital communication, but as a part of your larger call centre solution, it’s connected to the rest of your customer service ecosystem. When a customer sends an email to follow up on a phone call, they don’t want to have to explain the phone call. With contact centre email software, the context is recorded and provided to your agent so they understand the customer’s journey.
Additionally, outbound email campaigns can be managed; all emails are automatically captured, classified, prioritised and routed; and analytics and performance insights can be housed in the same place the rest of your email is managed.
Yes, with the right contact centre software solution all of your communications channels can be integrated in one place. This allows for cross-channel analytics, preservation of conversational context across channels, and integration with other powerful tools like workforce management tools and agent performance management, quality management functionality, and more.
Improving email customer service can involve several strategies. These could include: ensuring prompt responses, providing clear and comprehensive replies, personalising communication, using proper grammar and tone, providing self-service resources, and continuously training and supporting your customer service team. It’s also helpful to monitor and analyse your email support to identify areas for improvement.
First, your call centre software should offer a unified interface. One of the best ways to ensure efficiency and quality of interactions is to put all communications in one place, no matter the channel. Context is preserved, and all the information a contact centre agent needs is in one place at the same time.
It also must be able to handle high volumes of emails at any given time. No matter what product or service you offer or the number of agents you employ, for businesses of all sizes your inbox can get hit with a flood of inquiries. It’s a must that your software can handle that efficiently.
Finally, built-in analytics are key. Being able to see what is and isn’t working within the same platform you’re already using is a game changer. You can compare channels, spot trends and identify issues historically or in real time.
The Genesys CloudTM platform isn’t designed to be a ticket management system, but it does integrate with them. Instead, Genesys Cloud offers many more efficient routing methodologies, including skills, language requirements, keywords that include phrase matching in the subject line, bullseye methodology, availability and more. This enables you to automatically get the right incoming message to the right contact centre agents and eliminate the chance of multiple agents mistakenly taking the same interaction.
Genesys Cloud also uses the same routing engine for email messages as it does for voice and other digital interactions. That means all insights from these interactions automatically update data in Genesys Agent Copilot and Genesys Knowledge. As a result, you can serve real-time customer data and relevant information to agents, enabling them to continually improve the customer service.
Customer service channels, social media and live chat (or asynchronous chat) continue to grow in popularity. But email is still critical. Before you click “Send,” make sure your customer service email shines. Here’s how:
Email security is critical, particularly because of its wide use and potential for scams. It’s very important to ensure your contact centre email software has up-to-date and potent security in place to protect against the loss or access of personally identifiable data. Make certain your security team has the right tools in place to be able to succeed.
Genesys Cloud handles incoming emails using AWS Simple Email Service (SES), which scans the messages for malware. If SES detects a virus, or if the virus scan is incomplete or inconclusive, Genesys Cloud automatically disconnects the email, preventing it from being sent to a queue.
Amazon SES authenticates the email and scans it for the following:
When SES identifies an email as spam, Genesys Cloud processes it according to the spam routing settings you configured during automatic call distribution (ACD) email address setup. If the SES analysis is inconclusive or fails to mark the email as spam, the email may still be routed to a queue and could reach an agent.
There are also ways of authenticating outbound email to ensure you maintain a good sending reputation. These include:
