Email Handling Service

Email Handling Service from Arema Connect

By: Arema Connect  14/12/2012
Keywords: Customer Support, call centre, Contact centre

Arema Connect currently handles over 150,000 email enquiries per year on behalf of our clients. Customers want to contact you using the channels they find most convenient, and today that includes email. And your customers expect a fast and relevant response to those email enquiries. Arema Connect’s Email Handling Service monitors and responds to your customer emails quickly and effectively.

How Arema Connect’s Email Handling Service Works We first allocate a dedicated Account Manager to your company. We meet with you to understand your business and the products and services you provide. We then map out a standard process for handling an email enquiry. Typically those emails will be sales enquiries, general enquiries, order confirmations or customer support requests. We also develop a Frequently Asked Questions (FAQ) list to help our staff respond to the most common questions. We begin monitoring your emails using technology from Kayako and LivePerson, or another system you nominate. These systems can scan incoming mail and identify key words or phrases to help identify the appropriate response. Each email is routed to one of your dedicated Arema team and depending on the service level required an appropriate response is sent immediately or within 24 hours. Benefits of Arema Connect’s Email Handling Service Improved customer service – your customers can contact you in the way that is most convenient, at a time that suits them, without having to set aside time for a phone call. Fast response – we can provide a personal response to emails immediately or within 24 hours depending on the service level agreement. Lower cost – by moving a portion of your customer enquiries to email and having us provide the response you decrease the cost of telephone support. Efficient – we use the latest email handling technologies from Kayako and LivePerson to monitor, scan and route email enquiries to ensure we respond as quickly as possible. Reporting – we provide daily, weekly and monthly reports to show what emails have been received, which ones are resolved and which are outstanding. Multi-lingual – we can provide email support in most major European languages. Integration with Phone and SMS – we can switch from email support to phone or SMS when required.

Keywords: call centre, Contact centre, Customer Support

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