Do you use Genesys? See how ServiceJourney elevates your CX to new levels

ServiceJourney

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.

Customizable to fit your service teams

Easily tailor ServiceJourney to work for you. Configure email rules, set up auto-replies,
bring in customer data, automate repetitive tasks, and more.

Capture and track every email

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.

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.

Go beyond simple ticketing

Email-to-Case capabilities converts emails to one or more service request cases that have enhanced automation, workflow, and task management capabilities.

Features your team will love

Everything you need to run your service department

Auto Assignment

Automatically delegate emails to agents based on condition rules, availability and priority.

Customer Context

Enrich the email view with real-time customer information and suggested responses.

Zero-Touch Rules

Determine when and how an email can be processed without an agent’s involvement.

SLA and Business Hours

Avoid SLA breaches with re-prioritization and proactive notifications.

Language & Brand Detection

Route and respond to emails consistently with the language and brand.

Analytics

Track all your key performance metrics. Identify areas of improvement and fix them.

Preferred Agent

Ensure a customer’s replies are handled by the same agent.

Integration

Further automate routing by connecting with other systems. Pull loyalty level, account number, more.

Extra Features for Genesys

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 and disconnect when agent are done.

Email Parking

Stop working on an email to handle a higher priority interaction or schedule a response for a later time.

Multiple Email Actions

Allow agents to reply, forward and more without auto-disconnecting on the first action.

Enterprise-grade email management

ServiceJourney is great for mid-sized and large organizations that need an end-to-end solution that meet your unique needs.

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

ServiceJourney 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.

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.

Get in touch with experts

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