6. Email: Key facts and figures
4 billion email accounts across the
globe by 2015
Source: Radicati Group
90 trillion emails sent per year
294 billion emails sent per day
2.8 million emails sent
every second
9. Average response time...
Average response time: 9 hours, 35 minutes
39% gave an expected time of reply and
then just 25% actually met their own
timeframe
11. Email channel transformed
• Smart Search + self-learning knowledgebase provide
agents
with best answer
• Complete history of every interaction
Increased efficiency
First Contact Resolution
Average Handle Time 50% +
+
--
Faster service, lower costs=
+
12. Intelligent workflow
Productivity gain
at least 50%
Huge cost saving
+
=
• One Multichannel Workflow brings all interactions into one
multichannel workflow
• Single view of the customer
• Improved efficiency
13. SMART Search
• Vital to drive fast, accurate answers on every channel
• Increase adoption of Self-serve on web, Facebook, mobile
• Unparalleled insight from the real questions customers ask
14. Contact Centre Self-serviceContact Centre Self-service
Customer satisfaction
Training time 20% +
Average handle time
Repeat calls
+
--
Improved quality of service=
Improve agent productivity and FCR
16. Agent Knowledgebase
• The agent tool kit (bottom panel) includes an integrated knowledgebase
• Response templates are suggested, to help answer the inbound enquiry
based on a meaning based analysis of the email
• A single click inserts the content to the response panel
17. Customer Record
• The agent tool kit (bottom panel) includes a customer record
• This can be integrated with CRM solutions
• Customer data profiling can be used to customise the way a
request
is handled
18. Contact History
• All historic and pending requests, regardless of channel, are
available
for review
19. Email Management: The results are in...
Email response time reduced from 2
days down to 21 minutes
Email handling time reduced by 40%
Email handling time reduced by 50%
21. Knowledge Everywhere
Customer satisfaction
Huge deflection in contact
Emails by 50% +
Calls by 25% +
+
--
Huge cost savings=
• Single solution can be deployed across the web, Facebook, mobile
• Smart search customers get accurate answers faster
• One self-service: multi brand, multilingual, multi region
Key to bringing costs down in the contact centre
22. Knowledgebase Everywhere: The results are
in...
Increased First Call Resolution for
inbound queries, more efficient
operations and greater customer
satisfaction
Contact centre cost reduced by
40%
Calls reduced by 75% and emails
dropped by 15%, despite a 30%
increase in users.
24. Eptica. Transforming customer engagement for a multichannel world
Thank you...
www.eptica.com
www.azzurricommunications.co
m
Editor's Notes
More than 400 leading brands worldwide are using Eptica’s customer interaction software to improve service efficiency and sales.
Eptica’s multichannel WCS suite provides a single platform for managing customer interaction through web,email, social, chat, mobile, telephone, and mobile channels. This omnichannel approach enables organisations to create the best customer experience by delivering the answers customers want via their channel of choice, accurately and efficiently.Support new channels Web, Facebook, Mobile and beyond
Brings all interactions into one multichannel workflowEnsuring the right person in the organisation is engaged in delivering a response Powerful enterprise class workflow engineroutes, tracks, records and manages multi channel interactions across the entire enterprise based onInbound channelNature of enquiryCustomer profileExpertiseYour business processesEptica enables companies to build a complete multichannel history of every customer contact, from Facebook messages to emails, providing a 360 degree view of customer interaction.
Your customer care organisation is empowered with the knowledge and productivity tools it needs to be more efficient and improvecustomer satisfaction
