Human costs in contact centres often soaks up more than half of the total costs. Livecom E-mail is specially developed to greatly increase your employees' productivity. This is realised by using an extremely user-friendly interface. This makes switching between different screens or applications obsolete. Quickly routing to the appropriate employee at the right time is also crucial to your productivity. With the workflow option, you can automatically route and monitor e-mail messages. All messages are first analysed by content, before automatic suggestions are proposed from the central multi-channel knowledge bank.
Proper responses from your employees
Forget copy and pasting texts from other software. 6G E-mail offers the option to simply request answers from the central multi-channel knowledge bank. Livecom 6G E-mail often finds the large majority of questions itself and the answers can be used with a few clicks within templates. New employees can quickly set to work by using answer suggestions, while experienced employees use their expertise to handle more complex issues. For example: 6G E-mail offers supervisors the possibility to configure business rules that first scan sent e-mail messages by keywords. Next, the filtered answer messages are first forwarded to a specialist before being sent to the customer. Besides, 6G E-mail offers the possibility to use plug-ins to add e-mail messages to external systems like Microsoft Outlook or Salesforce CRM.
Make every customer feel he or she is the most important one. By means of web forms, you can define workflow processes and gather valuable customer information, so your staff members can respond personally and accurately. When answering e-mails, employees have access to the full customer history. Moreover, the Livecom X-Hub offers the option of integrated access to external databases. This information can also be used in business rules, for automatic e-mail response and to add template suggestions. Or for a better service when extra information is shown to the employees, like invoice and dispatch data.
Easier for managers
Livecom 6G E-mail in combination with Livecom Supervisor offers managers the possibility to monitor customer accounts, departments, specific groups, interactions, messages and knowledge bank data in real time. Plus, agent performance and service levels can be tallied in real time. With powerful tools to monitor live and generate reports, managing and optimising customer contact handling has become much easier. You can also record how many e-mail messages per day and agent are processed and make a distinction between different queues and categories. With Livecom Reporting, specific reports can be generated based on specific Key Performance Indicators.