Email doesn't need to be yawn
Sentiment takes email and converts it to real-time messaging. No more back and forwards for two weeks to resolve a customer issue.
Make Email great again!
With the messaging first feel, gone are the old impersonal and transactional email and chat ticket systems. All channels become a messaging first experience, better for your customers and better for your team.
Slash response time and scale 300% using the same team resource with Automation
Automatic routing by SLA and priority
The Sentiment automatic routing engine takes all incoming conversations irrespective of channel and routes them to your online team mates based on internally set priorities or service level targets. Your team mates never get to cherry pick which queries they want to deal with, so issues are not missed, and response times are greatly reduced. You can either scale back on human resource, or triple your revenue with the same team.
Automatic classification
The Sentiment automation engine can carry out a whole series of defined events specific to your organisation. For instance spam is automatically classified and removed from queues, issues can be tagged by type with smart labels based on keywords, location, channel. Even remove profanities automatically from your public social accounts and many many more automations making your team more efficient and effictive, and your customers and prospects serviced far faster.
While email may be considered one of the older contact channels, it still offers several advantages for customer service. Additionally, tools like Sentiment.io can enhance the email experience by turning it into a messaging-first approach. Here are 10 ways email remains advantageous for customer service:
Written Documentation: Emails provide a written record of customer interactions, allowing both customers and support agents to refer back to previous conversations. This documentation is valuable for resolving complex issues and maintaining a comprehensive customer service history.
Asynchronous Communication: Email allows for asynchronous communication, enabling customers to send queries or issues at their convenience, and support agents to respond when they have the necessary information. This flexibility caters to customers with different schedules and time zones.
Detailed Information: Customers can provide detailed information about their concerns or issues in an email, including screenshots or attachments. This comprehensive information streamlines the problem-solving process and helps support agents understand the context.
Professional Communication: Email is a formal and professional communication channel, making it suitable for addressing complex issues, handling sensitive matters, and maintaining a professional tone in customer interactions.
Global Reach: Email transcends geographical boundaries, allowing businesses to provide customer support to a global audience. It eliminates the need for customers to be in the same time zone or region as the support team.
Customer Convenience: Customers can access their email accounts from various devices, making it a convenient channel for seeking assistance. They can check responses on computers, smartphones, or tablets, enhancing the accessibility of customer service.
Queue Management: Unlike live chat or phone support, emails don’t require immediate attention. This allows support teams to manage queues effectively, prioritize issues, and allocate resources efficiently.
Integration with CRM Systems: Emails can be seamlessly integrated with Customer Relationship Management (CRM) systems. This integration enables support agents to have a unified view of customer data, making it easier to personalize interactions and understand customer history.
Automation and Templates: Automation tools can be employed to streamline repetitive tasks and responses, enhancing efficiency. Email templates help maintain consistency in responses and save time, ensuring a standardized approach to customer service.
Sentiment Analysis with Sentiment.io: Sentiment.io transforms email into a messaging-first approach by incorporating sentiment analysis. This tool allows businesses to gauge the sentiment behind customer emails, enabling support teams to prioritize and address emotionally charged issues promptly. It combines the reliability of email with the immediacy of messaging, offering the best of both worlds.
In conclusion, while email may be considered a traditional contact channel, its advantages in providing detailed documentation, asynchronous communication, and global reach make it a valuable asset for customer service. When complemented with tools like Sentiment.io, businesses can leverage the benefits of email while embracing a messaging-first approach to enhance customer satisfaction and support
