ResponZe
In customer service situations, email is one of the most cost-effective mechanisms to establish and leverage customer relationships and customer satisfaction. While inbound voice calls cost about $ 35 per transaction, manually-processed emails cost from $ 10 to $ 25. With automatically-processed emails this falls to less than $ 3 per transaction!
Supported Technologies
OS/400,
MVS(OS/390),
Windows 95/98/ME,
Windows XP/2000/NT ,
AIX,
HP/UX,
Linux,
SCO UNIX/PC UNIX,
Solaris/Sun OS
ASP Hosted, Web-Based (Browser)
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Pricing
Server, Module, Other
$0.30 per email per month to $30000 Server licence
info@ampersand-eu.com
+44 (0)20 8524 2183
Reseller, ASP, DIrect
Resources
Additional Product Information
Most companies have not had a good record of responding to email-based customer service requests, despite the cost advantages of this channel. While phone-based customer service transactions have about a 75% rating in satisfaction, less than 60% of email-based queries have been responded to satisfactorily. In fact, recent analysis by Jupiter Research revealed unsettling statistics for email-based customer service:
· While over 90% of email-based requests provided a valid ID with their queries, only 34% of them actually received even an acknowledgment or receipt!
· Half of the responses directed customers to other means of interaction, instead of email, negating the cost advantages and delaying resolution.
· Less than a third of the responses happened in 6 hours or less, with most responses taking between 24 hours and 3 days!
These are alarming statistics for a customer service channel that is expected to grow by 87% a year in the near future.
The solution is clearly automatic processing of inbound email. This not only reduces the cost of processing each email but also ensures a satisfactory response without the intervention of a human processor in about 66% of the cases. The technology for such processing has come a long way in recent times, with the more advanced processors, like RESPONZE, using complex statistical and semantic algorithms to assess everything from type of request to tonal quality of email content, ensuring both rapid response and appropriate internal escalation, where necessary.
RESPONZE is a scalable, robust ERM mechanism that can accurately deal with thousands of inbound emails and effectively establish, develop and leverage email-based relationships with customers.
Some of the benefits of using RESPONZE include:
· Highly effective customer relationships, leading to enhanced customer satisfaction and repeat business
· A system that learns customer and corporate preferences and responses, leading to ever-improving customer relationships.
· Scalability of the Email Response Management system that is able to grow with demand, ensuring a continuing level of high customer satisfaction with business growth
· Customer feedback leading to more effective product design and lesser support costs
· Integrated customer relationship management, leading to repeat business growth.