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

Video

What is “AI” in Customer Service?

Learn why breaking down data siloes is critical to transforming customer experience with AI.

Case Study

Customer Service

A large consumer loan company reduced their call center by 210 FTEs and saved over $3 million.

Case Study

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

The first step in digital transformation is understanding your existing capabilities along with your vision.

 

Omnichannel customer service

Extend service beyond the contact center and scale by connecting people, functions and systems

Low-code app development

Deliver enterprise-grade apps quickly and accelerate innovation, increase agility and improve productivity

Customer Stories

Emergency Response - Ukraine

Eccentex is proud to work with key cities in Ukraine, supporting their emergency medical call center operations.

Customer Stories

Customer Service

A large financial services company reduced their call center costs and reduced disputes.

Partner

Genesys

See how Genesys and Eccentex provide personalized solutions to complex issues, even if the journey goes beyond the contact center.