|
|
Email and web-based communications are growing faster than any other means of customer interaction. VisNetic MailFlow allows your organization to respond to customer inquiries promptly, professionally, and consistently.
VisNetic MailFlow provides a strong foundation for managing organizational email correspondence, improving service potential where it matters most - at the point of customer contact.
- Answer customer inquiries quickly and efficiently
- Build and sustain lasting relationships with your customers
- Enhance response accuracy and quality
- Personalize the customer experience
- Reduce service and support costs
- Protect and secure valuable business correspondence
VisNetic MailFlow is a robust email management system that creates a framework for successful customer interaction. The system provides:
- Powerful email routing and workflow processing
- A centralized library of standard responses to customer inquiries
- Automatic generation and tracking of service incidents
- Comprehensive reporting and analysis
- Access to customer communications history
- An intuitive, familiar web-based interface
- Robust security provisions
- Integrated logging, alerting, and reporting
- An optional virus scanning plug-in
|
|
Increase agent productivity
VisNetic MailFlow automatically collects and processes inbound email messages, associating each of them with an existing ticket (incident) or creating a new one. Tickets are then routed to the appropriate ticketbox (queue), where your agents can act upon them. The system can automatically reply to customer inquiries (with receipt confirmation, for example), either immediately or after the ticket goes unanswered for a specified period of time. It can alert the appropriate personnel when ticketboxes become too full or tickets
remain unattended for too long. Agents can also be required to handle oldest inquiries first to help guarantee timely responses.
VisNetic MailFlow's zero-footprint, browser-based interface is advanced, yet intuitive and familiar, maximizing the productivity potential of new and experienced agents alike.
Enhance email accuracy and quality
VisNetic MailFlow offers a Standard Response Library, which can increase the accuracy of agent responses to customer inquiries. This powerful tool allows organizations to share and distribute the knowledge of their workers, leveraging experienced agents to benefit new personnel while improving the response times of both. Standard responses can be categorized to maximize accessibility, while frequently used standard responses are tracked automatically per agent.
Accuracy can also be improved by the potential for email supervision within VisNetic MailFlow. For example, managers and supervisors can easily review the correspondence of their staff members. Agents can also escalate tickets to a supervisor as needed.
Organizational standards can be further enforced within outbound email correspondence via the application of headers and footers, which can be automatically applied to any message sent from within VisNetic MailFlow. Signatures can also be defined at both the agent and group level.
Build and sustain lasting relationships
Nothing makes a customer feel less important than being shifted from agent to agent with each new email they send, only to have to describe their problem anew each time.
With VisNetic MailFlow, every customer can be made to feel like your most important customer. Allow your agents to provide highly personalized attention to each email through easy access to the customer's entire communications history. Contact records within the system can be customized to store any type of customer information relevant to your organization. Agents can also store private, internal-only notes for each ticket in the system, further improving tracking capability. You can even prioritize tickets from your most profitable or time-sensitive customers.
VisNetic MailFlow allows work to be distributed as needed, reducing email overload and increasing organizational flexibility.
Gain operational insights
The built-in reporting capabilities of VisNetic MailFlow directly support your need for increased business intelligence. For example, supervisors can track how many emails are processed per agent or per ticketbox, or learn the average number of messages per ticket. Report data can also be exported for analysis within third-party applications. With VisNetic MailFlow reporting, you can identify customer service trends and tune operations for maximum performance.
Protect and secure business correspondence
VisNetic MailFlow provides centralized storage for all inbound and outbound email sent through the system. Tightly integrated security features allow administrators
to fine-tune access to the VisNetic MailFlow system, protecting critical business correspondence. Integrated data backup, archiving, and purging facilities provide insurance against data loss while increasing administrative flexibility.
VisNetic MailFlow also offers an optional antivirus plug-in, providing potent protection against inbound and outbound email viruses. The VisNetic AntiVirus Plug-in is installed on the VisNetic MailFlow server, providing superior, centralized protection for all users.
Enabling super-service for all
Deerfield.com recognizes that organizations of all sizes need to super-service their customers. With VisNetic MailFlow, you have the capability to take control of email customer interactions now, and evolve your efforts well into the future. With license sizes ranging from 3 users to unlimited users, VisNetic MailFlow empowers organizations of any size.
|
|
|