Email


Contact centre emails are actually conversation tools.

The NCS e-Mail engine ensures that your SLA's are respected and that all e-mails request are for example answered within 24 hours. This has a major impact on the customer satisfaction and it subsequent purchase or repurchase rate in the case of a loyal customer.

Description

Email has become since several years the unmissable communication media within and between organizations. Email is also complementary to telemarketing and as a results required an increase in the handling time of e-mails. An email should preferably be seen and processed immediately.


Handling by agent
The Nixxis email option provides a structured queue of incoming e-mail and it is sent to the agent with the right skills. This agent can then write an answer, forward and/or put it back in the queue for a given period. Using predefined texts, adaptable by the agent, e-mails can be handled quickly and efficiently. It is of course also possible to add attachments.

Script
Besides the screen to answer the e-mail, the agent has a script. Using this script, instructions are given and answers can be sought in a customer database. The agent can also identify the customer or new customer data. It builds in a simple manner a complete customer history through the various communication channels.

Blending
The number of emails handled simultaneously by the agent can be defined. This involves that various interaction channels are ""blended"". Both 'open' e-mails and e-mails entered via a contact form on a website can be processed. An e-mail can also be linked to an outbound campaign for telemarketing or broadcast purposes.

Follow-up
After sending an email, it is possible to make a call and qualify it using result codes (Qualifications). Likewise, the follow-up flow can be determined, such as approaching the customer two days after sending the email.
It is also possible to send an e-mail automatically after sending an information brochure. This enhances the strength of the leaflet, and increases the chances of achieving the goal of this commercial brochure.