For those that work with Genesys, we offer an omnichannel CX platform that elevates your agent and customer experiences to new levels.
Advanced Email Help Desk
A complete email-centric customer service solution that captures, triages, and automates large email volumes.
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
- AppBase for Customer Service provides advanced email capabilities that go beyond a simple ticketing or help desk system.
- It enhances the contact center with advanced automation capabilities, content analysis, routing rules, SLAs, workflow and personalization.
Benefits
Respond to customers faster
Ensures every communication between you and your customers is personal, efficient and relevant.
Break down siloes
Keeps all information about a customer request in an easily trackable case that all teams can collaborate on.
Go-live in 90-days
Start with a production-ready solution and configure to fit the unique needs of your business.
Capture and track all emails
With AppBase for Customer Service, you can capture all incoming customer service emails and manage them in a unified, feature-rich ticketing system.
Auto-assign & prioritize
Automatically prioritize and assign emails to the most suitable agents based on configurable criteria like keywords found in the email body or customer segment.
See the entire conversation thread
Browse replies in an easy-to-use timeline with details on the ticket status, customer and other relevant data to ensure agents see the full picture.
Work across multiple inboxes
Capture emails from all of your customer-facing inboxes (support@, help@, contact@, etc.) across every brand and language.
Get more productive
See everything about an inquiry in one place — from previous engagements to open cases to real-time data about the customer’s account.
Respond quickly with templates
Recommend agents canned responses and snippets that are pre-filtered based on context and other data.
Pull data for a 360-degree view
Enrich the agent’s desktop with real-time customer information from your CRM software, billing system or any other tool you use.
Monitor, measure and improve
Catch bottlenecks early and ensure no important ticket ever misses its SLA. Measure critical metrics like resolution time, team performance and agent stats.
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 process and make smarter decisions.
Collaborate across service teams
Forward tickets, assign work to multiple teams, notify stakeholders and automatically escalate issues.
Automate repetitive work
Engage on any channel
Provide a consistent, unified experience even when customers switch between email, live chat, self-service and voice.
Minimize costs and increases business agility
Go-live with a production-ready email solution in less than 90 days. Then continuously improve it.
Keep pace with changing needs
Deploy the most urgent solution needs quickly — then use low-code to configure your own custom fields, workflows & personalize the support experience.
Deploy on our cloud or your cloud
For the fastest ROI, run on our Eccentex Cloud powered by Microsoft Azure. For maximum control and connectivity, deploy on a cloud you manage yourself.
Leverage our industry experts
Scales to your enterprise
AppBase for Customer Service is great for mid-sized and large organizations that need an end-to-end solution that meets your unique needs.
High-volume
When you need it, AppBase 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
Get in touch with experts
