Do you use Genesys? See how ServiceJourney elevates your CX to new levels
ServiceJourney Solution
Advanced Email
A complete email-centric customer service solution that captures, triages, and automates large volumes of emails.
Overview
Email customer service remains a popular support channel because it’s convenient, mobile-friendly and traceable.
Problem
- Despite email being the preferred contact method for many customers, responses usually take 24 to 72 hours.
- Agents either spend a lot of time crafting personalized responses or simply provide generic answers that force customers to more expensive channels.
- Supervisors are overwhelmed manually triaging, re-assigning and re-prioritizing.
Solution
- ServiceJourney provides advanced email features that go beyond a simple ticketing or help desk system.
- It enhances the contact center with email-to-case capabilities, content analysis, routing rules, SLAs, workflow and personalization.
High volume
When you need it, ServiceJourney is designed to scale. From thousands of agents to millions of emails, we have you covered.
Multi-lingual
AppBase supports localized and internationalized email templates, interfaces, self-service portals, articles and more.
Multi-brand
Provide consistent service across different brands and product lines regardless if you have dedicated teams for each or a more complex cross-functional structure.
Contact center ready
Route emails and screen-pop them along with real-time customer data right into your contact center’s agent desktop. See an example with Genesys
Scales to your enterprise
ServiceJourney is great for mid-sized and large organizations that need an end-to-end solution that
meets your unique needs.
Capture and track all emails
Automatically prioritize and assign emails to the most suitable agents based on configurable criteria like language, brand, and keywords found in the email body or customer segment. Serve your customers with a solution that supports millions of monthly emails along with unlimited inbound and outbound email channels.
Auto-responses
Send auto-acknowledgement and context-aware responses immediately upon receipt of an email.
View the entire conversation
Browse replies in a timeline view with details on the ticket status, customer and other relevant data.
Multiple inboxes
Capture emails from all of your customer-facing inboxes (support@, help@, contact@, etc.).
Provide context at every level
Recommend canned responses and snippets that are pre-filtered based on context analysis. Provide real-time customer data from your CRM, billing system or any other tool you use. Catch bottlenecks early and ensure no ticket ever misses its SLA. Measure critical metrics like resolution time, team performance, and agent stats to ensure quality customer service.
Email Parking
Stop working on an email to handle a higher priority interaction or schedule a response for a later time.
Cherry picking
Search across all captured emails and manually take ownership or reassign them to another queue.
Interaction automation
Auto-answer emails, automatically set wrap-up codes, disconnect when agent responds and more.
Resources
What is “AI” in Customer Service?
Learn why breaking down data siloes is critical to transforming customer experience with AI.
Customer Service
A large consumer loan company reduced their call center by 210 FTEs and saved over $3 million.
Case Management
See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.
Resolve more complex issues
As work moves from the front-office to the middle and back-office, comprehensive case management features helps you orchestrate work, automate processes and make smarter decisions. From email-to-case; auto-forward, auto-close, and duplicate check are a few tools in every agent’s email toolbox. Set the right SLA policies to each incoming email and avoid breaches with re-prioritization and proactive engagement, automatically notify customers and employees about changes happening to their cases.
Language detection
Assign incoming emails to agents based on queue and skill level.
"Zero-touch rules"
Determine when and how an email can be processed without an agent’s involvement.
Integrations with core systems
Further automate routing by connecting with other systems. Pull loyalty level, account number, more.
Get in touch with experts
