Email Response Management Software

You know that your company is receiving emails, but can you answer these questions?

How many emails are received each day into your company’s Group Mailboxes?
Who answers each of these emails?
How long does it take?
Do agents provide the right answers?
What are customers asking?
Who follows up later with that customer?
Where do the emails go afterward?
How much time does it take for someone to manually route emails?

If you require answers to the above questions, then Inter-Active Technologies has the solution for you.

Emailtopia email management software integrates with most standard email clients and is used to route, track, report on, and archive your corporate asset email communication sent to such group inboxes as: info@company.com, sales@company. com and support@company.com.

With customisable rules, a complete communication history and a powerful reporting engine, your email customer service will become as efficient as possible. Important emails can’t be lost, avoided, forgotten or mismanaged.

Emailtopia email management software works with all existing corporate mail servers (such as Microsoft Exchange) and supports industry standard mail protocols such as POP3, IMAP and SMTP.

Route, Track, Report & Archive

Response Manager works intuitively to guide your team through the four stages of group mailbox management:

Route

Do you spend hours assigning emails to staff, and managing your company’s email service level?

Automate email workflow with Response Manager to accurately assign emails to the correct agents instantly. Use rules to automatically prioritise messages and ensure high priority messages are dealt with first. Use Response Manager’s team oriented methodology of email management to systematically leverage your expensive human resources and get more done in much less time.

Track

Do you have instant visibility into which people work on a specific email your company receives? How much time they spend working on it? And what each person says to your customer?

Use Response Manager’s exclusive “message find” feature to locate specific messages or entire conversations in seconds. Gain valuable insights into the resolution lifecycle of customer emails, and leverage features such as Standard Responses to help drive First Email Resolution.

Report

Do you know what the average reply time is for your company’s emails? Which users respond the fastest? With the highest quality replies? Do you know how many emails your company gets each day? By email address? By user? By task?

Don’t guess how you’re performing, know how you’re performing. Response Manager offers the richest set of email performance reports in the industry. Keep up to date on both company and agent email performance and motivate agent coaching with indisputable metrics.

Dramatically Improving Email Management

Here are five ways to dramatically improve the quality and productivity of your agents while simultaneously reducing email response times by as much as 50%:

Graduate to Response Manager’s team oriented “Group Mailbox” methodology of email management to systematically leverage your expensive human resources and obtain a higher productivity.
Use your standard responses configured in Response Manager to achieve quicker turnaround times.

Automate email workflow using Response Manager’s business rules to route emails to the correct agents instantly. Use rules to automatically prioritise messages to ensure higher priority messages are dealt with first.
Find past emails in seconds with Response Manager’s exclusive “message find” feature. Ideal for resolving customer disputes, auditing email conversations and complying with legal obligations such as Sarbanes Oxley.
Don’t guess how you’re performing, KNOW how you’re performing. Response Manager offers the richest set of email performance reports in the industry. Keep up to date on both company and agent email performance. Motivate agent coaching with indisputable metrics. Push performance information directly to agents to help drive self improvement.