Respond automatically, quickly, and accurately
Humanize automation of a previously highly manual process
We have all experienced first hand the disappointment and waning loyalty to a brand that does not care about our feedback nor respond to our questions. Your customers expect a quick, informed, and personable response to their emails, SMS, web forms, faxes, letters, and phone calls.
But unfortunately, current response solutions are not designed to manage the trillions of person-to-person business communications that are being exchanged, many of which end up in anonymous inboxes, such as support@yourco.com. And what happens to those high-value and time-sensitive emails to group email inboxes, such as broker@bigFSP.com?
The results: A huge backlog of unanswered or lost inquiries, missed service levels, escalating costs, overwhelmed support staff and disgruntled customers who will opt to either escalate to the much more expensive phone channel, or take their business elsewhere.
Redefine customer service excellence, improve your customer’s experience, become more efficient, reduce operational costs, and gain additional visibility and control over your communications response systems, through Empolis' Response Management application.
Irrelevant of industry or size, your enterprise needs to receive the communication; interpret it, sort it, route it to the most qualified agents/experts and issue a timely, intelligent and personable response. Moreover, you need to track, manage, control the process, and retain all customer interaction-related history. All of these steps need to be done per your enterprise’s evolving business processes and procedures, in order to stay compliant with both company rules and external regulations such as Sarbanes-Oxley or HIPPAA.
Empolis Response Management
Our revolutionary technology streamlines your response to high volumes of incoming messages by automatically classifying, clustering, and searching unstructured text, interpreting messages with unprecedented accuracy, thanks to our patented Advanced Pattern Recognition (APR) technology. With our self-learning response system, you can:
- Automate up to 100% of the handling of all incoming communications with industry-leading accuracy, thereby significantly reducing operational costs.
- Surpass service levels and maximize human efficiency with intelligent message routing and handling that automatically delivers scripted reply templates, resulting in dramatically lowered response times.
- Reduce agent/expert training, increase response consistency and employee satisfaction with extensive set of productivity tools and integrated knowledge management.
- Mine the intelligence residing in your incoming unstructured customer communications data
- Deliver increased capacity to effectively manage constantly growing mail volume with equal or fewer agents/experts with proven scalability and reliability.
- Gain increased control and visibility into customer communication processes real-time via intuitive management dashboards.
- Extend transparency and full control, as Response Management treats every message as a transaction; it can trigger business processes; it assigns, documents, records, and archives everything - from the first contact, to amended notes, to the last response. Response Management is perfect for the management of unique, high-value, time-sensitive communications.
- Analyze and enhance contact center performance with comprehensive reporting tools.
- Support multiple departments/business units through its multi-tenancy architecture.
- Enterprise-class software that easily slips into existing e-business infrastructure including CRM, Customer Service Logs, ERP, and other DBs.
