e-Messaging Solution Features and Benefits
Email and SMS Communication Expediting
To serve your customers in the best and quickest way possible, our e-Messaging Solution helps you expedite your customer service queries. In addition, you can now associate an email with a customer. The e-Messaging Solution automatically indexes any email or SMS received and associates with a single, customer-centric view. This, coupled with near real-time archiving, minimizes customer service representative key strokes and vastly improves your customer’s experience.
Graphical Reporting and Bounce Management
With e-Messaging’s comprehensive message reporting, you now have a clear picture of your campaign results — making it much easier to respond to inquiries and manage bounced messages. Our solution provides full graphical reporting on:
- Messages sent
- Messages with temporary delivery failure
- Messages with permanent delivery failure
- Message replies
- Click-throughs
- Response handling status
Response Handling
The e-Messaging Solution’s streamlined response handling capabilities optimize your communication initiatives. Structured and distributed processing is provided for all customer service email and SMS messages. Automation plays an integral part in e-Messaging’s success — from content automatically converted to easily viewable formats, to indexes and customer associations automatically created, and inquiries automatically routed to the appropriate person. This enhanced response handling results in better customer relationships and elevated call center responsiveness.
Automatic Indexing and Customer Association
Real-time indexing is essential for organizations if efficient message handling is a priority. Regardless of the location of the call center agent, calls, or communications to call centers must be handled as soon as the message is received. To enable companies to achieve this goal, e-Messaging provides not only close to zero-click indexing of messages, but also automatic message association with customer centric views.
Regulation Compliance
Our e-Messaging Solution enables organizations to comply with corporate governance and regulatory requirements for record keeping. This is accomplished through:
- Automatic indexing
- Original message format storage
- Optional content conversion prior to archiving
- Easy and rapid retrieval of communications
- Subscription list management and suppression for CAN-SPAM Act compliance