Email Response Management

     Prompt and efficient customer support can make a significant difference to your business. Customers like quick and accurate replies to their queries and often judge the quality of your services by the responses they receive to their queries. Thuriam offers highly affordable email response handling services that are designed to provide a superior level of customer support to your valued customers.

     In combination with mailing lists, automated response systems can be developed that use email to automatically reply to potential clients' requests for information or to provide further assistance and service to current clients. Like automated fax or telephone systems, automated email response systems offer considerable savings in the costs of promptly replying to these type of requests

     Email service has to be quick, consistent and accurate. Customers who experience long waits and off-the-mark replies are positive to pick up the phone next time. Traditional customer service solutions are not planned to handle exponential increases in email inquiries, causing huge backlogs in unanswered inquiries, missed service levels and unhappy customers.

     The solution to high quality email service at dramatically lower cost is Thuriam Response. The only email solution that automates the process of capturing, documenting, interpreting, routing and prescribing answers, Thuriam Response streamlines high volume email and Web form management.

With Thuriam Response in the contact center, you can:

     •  Exceed service levels and optimize agent efficiency with intelligent message handling and automatically prescribed, scripted answers.

     •  Increase response consistency, reduce reply time and agent training with an extensive set of productivity tools and integrated Thuriam knowledge management.

     •  Ensure the confidentiality of replies with Thuriam Secure Messaging.

     •  Analyze and improve contact center performance with comprehensive reporting.

     •  Manage long-term email growth and volume spikes seamlessly with proven scalability and reliability.

     •  Choose from enterprise, mid-market and hosted solutions for email management designed to meet the volume requirements, contact center staffing and infrastructure needs of your particular organization.

     •  Automated message handling

     •  Based on configurable rules, Thuriam Response interprets message content to determine customer intent and uses templates to automatically send personalized acknowledgements and replies. Intelligent queuing and routing distribute messages to the appropriate departmental, priority, language and skill-based queues where automatically suggested, fully scripted answers reduce the time agents need to review and reply to inquiries.

For enquiries write to call-centers@thuriam.com