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eGain Digital+AI Day 2017  |  The Brewery, London

53%

reduction in customer email management cost for an international hotel chain

66%

improvement in email management service level for a credit card client

250%

increase in repeat orders from customers served through email channel retail client

Email Response Management Software

eGain Mail™ helps companies manage large volumes of customer emails and webforms responsively and effectively. With eGain’s email management software, you differentiate your company from competitors by responding to inbound inquiries promptly and professionally every time.

An integral part of the eGain solution suite, eGain’s email management software offers:

  • Predefined workflows to manage incoming email and webform enquiries. Contains service level agreement (SLA) triggers to automate email routing and monitoring.
  • Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents.
  • Tracking of all customer queries.
  • Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions.
  • Access to the centralized knowledge base that enables contact center agents to accurately resolve complex inquiries and processes. The agents can also contribute to the knowledge base.
  • Varied collaboration options with experts within and outside the system.
  • Comprehensive analytics and real-time alarms for operational performance management

Additional modules include:

  • eGain Secure Mail™ to authenticate the customer before allowing the viewing of confidential information.
  • eGain Fax™ to route, track, and respond to faxes with the same infrastructure that is used to handle emails and webform submissions.

 

FEATURES

    Administrator

100% web-based email management software enables remote and easy administration

Fine grained control over user access, role, and permissions

Immediate, scheduled, and out-of-the-box reports

Multichannel and channel-specific analytics

Widest range of deployment options — inhouse implementation, subscription-based hosted delivery, and managed services for remote administration of licensed software

    Email Agent

Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions

Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity

Web-based consoles for a range of users: Agents, supervisors and managers, business analysts, knowledge authors, programmers, and system administrators

Email management