A DIGITAL ASSISTANT FOR THE SHARED INBOX
Managing a shared customer service inbox can be costly, chaotic and counterproductive. That’s why Esker designed a Customer Inquiry Management solution — powered by the latest and greatest in AI technology — to not only help your team deliver a better customer experience (CX), but also continuously improve as your business grows.
- Address Inquiries Faster No more messy inbox folders! Classify, route & answer customer requests quickly & accurately thanks to automation & AI-driven technology.
- Build Better Relationships Give your customers what they expect — a quick, consistent & helpful response. The end result? They keep doing business with you!
- Be Proactive, Not Reactive From strategic response & routing to real-time KPIs, Esker equips your team with the tools needed to provide a more proactive, personalised CX.
Aiza Toor │ Customer Service Manager | Palmer Holland
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NEVER MISS AN INQUIRY AGAIN
AI-DRIVEN EMAIL TRIAGE & MANAGEMENT
In a traditional shared inbox environment, classifying and routing emails can require the time of one or more dedicated FTEs (not to mention all the work of answering those inquiries). Enter Esker. Our solution does the heavy lifting so you don’t have to — bringing a clear, unified vision to your customer communications.
- Inquiry classification uses NLP algorithms to auto-categorise incoming requests (orders, requests, claims, etc.), honing its accuracy over time.
- Predefined email templates allow your customers to receive consistent auto-responses (which can be personalised to your liking) no matter which CSR is processing the inquiry.
- Strategic routing enables whatever inquiries customer service cannot answer to be easily emailed to the person/department that can.
BRING DATA INTO EVERY DECISION
DASHBOARD ANALYTICS FOR EVERY USER
Customer service teams perform best when their strategies and actions are guided by data. Knowing this, Esker’s intelligent solution captures the most pertinent analytics behind your customer communications and displays them as live KPIs in a simple, sleek and customised dashboard. Customer inquiry management never looked so good!
- Monitor & analyse customer inquiries by type, date or customer
- Track & evaluate performance of customer service team members
- Examine trends to identify problems and opportunities as they arise.
TRANSFORMING THE DNA OF
YOUR CUSTOMER SERVICE TEAM
Digital Assistant for the Shared Inbox
SOLVE ISSUES IN REAL-TIME
CHAT TOOLS FOR YOUR TEAM & CUSTOMERS
When it comes to customer service, good collaboration goes a long way. That’s why Esker users can initiate internal conversations with coworkers directly within the solution — allowing time-sensitive questions to be answered in no time at all.
Your customers benefit from convenient communication options as well, as they have the choice to send emails to your team or utilise the chat feature built into the customer portal. Yet another feather in your “easy to do business with” cap.
- Coming Soon