What are the benefits of email response management?

Clients

• Reduce email response time.  Email can be responded to in seconds, not hours
   
• Clients receive instant updates whenever an email is processed
   
• Deliver more efficient, more consistent information to your clients via the use of pre-made response templates
   
• Meet your customers expectations regarding effective communication and speed of response
   
• Clients have an easy and familiar way to update their support ticket / issue - they simply reply to your email
   
• A unique tracking number is assigned to each logged job
   

Staff

• Enhance staff productivity.  Free up staff resources from manually handling email
   
• No more cut 'n paste from email into a helpdesk system
   
• No more using email systems as a helpdesk
   
• Staff receive instant updates whenever an email is processed
   
• New clients can be automatically created within your helpdesk system (no more manually data entry for names, addresses, email etc….)
   
• All file attachments within the original email are automatically extracted and linked to the job.  This makes it easy for staff to view associated material
   
• Full audit trail details every email automation and interaction
   
• Single source of email communication

The business

• Proactively manage your business email requirements for sales, helpdesk, customer complaints, facilities management and any other email inbox
   
• All logged emails will be processed according to pre-defined business workflow and escalation rules that you define
   
• All operations are fully logged and reportable.  Get meaningful statistics on your support and email operations.
   
• Custom web forms can be created to capture user feedback and other information
   
• Staff workloads can be automatically balanced
   
• Set and measure service expectations with automatic SLA calculations and notifications

Integration with HelpMaster

• Link email processing and response with relevant knowledge base articles.
   
• Automatically present suggestions solutions and work-arounds to clients based on their email content
   
• Jobs are logged via Job Templates which include rich workflow capabilities
   
• Create escalation profiles with the Priority Manager
   
• "Unknown" clients can be automatically created and linked to existing sites within HelpMaster, or custom replies can be sent
   
• Create HTML out-going email templates that include the unique job number and hyperlinks to the web self-service portal
   
• All email interactions are recorded in the "Action Log" for a full audit trail
   
• Create custom web-forms that trigger email responses