Improve your customers' online experience
Whether your priority is generating more sales, enhancing customer loyalty and satisfaction or lowering costs, PRC’s robust Email Management Services give you budget-friendly options for communicating with your customers while ensuring a favorable online experience. Available in English or Spanish, our Email services can be tailored to meet your on-demand customer service requirements and include Customer Care, Tech Support, Inbound Order Taking, and Help Desk.
Use cost-effective email as a means to enhance customer service, measure satisfaction levels and better understand your consumers.
Email marketing offers a cost-effective way to reach out to large consumer audiences, monitor customer relationships, and enhance sales. But an effective email strategy is more than comprehensive mailing lists and compelling content. Successful email marketing means getting the right information to the right customers at the right time—and that’s just the beginning.
Inquiry Management
Inquiry Management incorporates multiple features to streamline customer contacts. Auto-Acknowledgement immediately confirms receipt of inquiries and sets response-time expectations for customers, while Intelligent Auto-Response provides fast, prepared responses to commonly asked questions and reduces the number of inquiries agents must handle. Business Rules manage email inquiries by automatically assigning them to the appropriate agent based on content, time, customer type and even emotional level, while Escalation Rules notify managers and trigger follow-up as needed.
Integrated Knowledge Base
Our Email Management Knowledge Base is integrated across communication channels and driven by customer interactions, automatically learning and adapting to ensure that content remains accurate and relevant. Agents quickly respond to customer service inquiries and suggest solutions to the customer based on email inquiry content analysis.
Tracking
Email management tracking methods include Incident Number Assignment to uniquely identify each customer inquiry and Threaded Conversation to capture multi-channel communications in a single customer record. Customer History allows response personalization based on customers’ previous interaction, while System Alerts define escalation rules to facilitate service-level management.
Customer Management
PRC’s Email Management Services include comprehensive Case Management tools to capture and track each interaction in the customer’s record. Customer satisfaction will increase and processing time will decrease when agents access consolidated customer data captured across multi-channel interaction points to retrieve consistent, real-time information.
Analytics
PRC’s Service Analytics offer an insightful, real-time view of service metrics so managers can improve quality and responsiveness on the fly. Our proactive Customer Notifications deliver product and service information alerts, while automatically distributed Customer Surveys measure satisfaction.
Administration
PRC’s Email Management Solution provides easy-to-use administration tools via a web-based interface to make ongoing maintenance easy. You enjoy flexible security to give individual staff members the specific permissions, access and approval levels they need, along with a global platform that allows for ease of deployment in 19 languages, including Unicode.
Learn More about Our Email Management Services – Contact PRC Today
PRC’s Email Management Solution is customizable to fit your unique needs. For more information on how we can help you maximize the value of your customer relationships, please contact us at 888-CALL-PRC (888-225-5772)
