Email remains a dominant channel for business communication, and that includes customer service and support. Sending an email is an easy alternative for customers who don’t have time to engage with a customer service representative directly, and it provides time-stamped documentation of the customer’s questions, as well as the organization’s response.
Bcc-ing high-level representatives of the organization is a much-used strategy of customers who desire immediate attention, so all organizations need to carefully manage incoming email in an organized and measurable way.
Seamless Email to Support Ticket
Parature efficiently incorporates email into its multi-channel solution, conveniently allowing customers to stay in email while customer service reps remain in their central support ticket system. Automatically convert new customer service emails into support tickets. Conveniently route them to the correct queue or agent.
Agent responses are delivered to the customer’s email address, and any customer replies are automatically added to the original support ticket to maintain a complete customer service history. Agents can also reply via email if they prefer. Whatever the channel, the customer experience remains seamless.
Enhanced Notifications
Even when customers submit support tickets via the web or participate in a chat, they can receive updates via email. Parature provides fully customizable email templates that match your branding and customized fields to deliver a personalized greeting and/or specific product or service information. Parature also provides email scheduling rules.
Benefits
- Centralize customer support requests submitted
- Easily route emails to a specific queue or customer service rep
- All replies are added to the original email support ticket to maintain service history
- Personalize and send email updates and notifications