With the volumes of emails are growing tremendously, it has become important to have an email system that is capable of to handling exponential increases in customer inquiries, avoiding backlogs of unanswered requests and unhappy customers.

1. Enhancing Email Service by Managing the Email Flow Effectively
With the volumes of emails are growing tremendously, it has become important to have an
email system that is capable of to handling exponential increases in customer inquiries,
avoiding backlogs of unanswered requests and unhappy customers. To manage email volume
efficiently managing email volume it is essential to define a set of queues, rules and workflow
so as to meet SLAs for contact resolution. Using a classification engine to streamline message
handling and planning for email volume growth can help in efficient management.
How to manage email with workflow
To ascertain the path of emails through the email management system, it is necessary to have
workflow. Ideally workflow needs to take into account
The escalation channel
It is always necessary for low-priority messages are answered in a timely manner, so that no
message is ignored in a low-priority queue. And the escalation should be designed to
effectively manage internal SLAs.
Precedence
It is also necessary to determine if requests from certain customers need to receive higher
priority in queues. It is also important to decide if certain highly experienced agents or
supervisors are going to be responsible for settling high-priority inquiries.
Agent Alliance
In cases where agents can collaborate with other agents, subject matter experts and
partners outside the email system, manage the collaboration process as part of the
workflow.
Forward and track
It is also necessary to account for customer inquiries to be forwarded outside the email
management system, and be tracked and maintained as part of the customer’s record. For
instance, if an email request is forwarded to the call center to be resolved through phone
contact, it should also continue to follow the request within the email workflow so as to
ensure SLA compliance.

2. Email Response Solution for Managing Email Service
It is also important to make sure your email system is capable of scaling to many times your
current support volume. By monitoring both the total number of emails received and sent as
well as the average handling time for emails, it is possible to effectively predict future needs.
With an efficient email response solution it is possible to can increase the productivity of agents
by up to 75 percent. An efficient email response solution can provide superior email service
while containing costs. It exceeds service levels with intelligent message handling and
automatically prescribed and scripted answers. It helps in responding to customers faster and
more consistently, with less agent training, through an extensive set of productivity tools and
integration with knowledge management
. With a good email response solution, it is possible to keep sensitive interactions confidential
and improve contact center performance with comprehensive and flexible reporting.
By managing email flow effectively companies can deliver a remarkable customer service
software, and also achieve improvements in agent productivity and operational efficiency.
Learn more on: voice of the customer & Customer Experience Management