edgeTier for Email
Delight your customers with unheard-of email response times, outstanding first-time resolution, and advanced email autoresponses.
Make Email One of Your Top Performing Channels
Move away from dysfunctional queues, manual reporting systems, and simplistic email routing
Watch NPS soar with reduced email response times, personal and topic-specific auto-responses, and advanced prioritisation, ensuring customers feel they get the white-glove treatment.
Improved First-Time Resolution
Ensure best practice and reduce time-to-resolution by guiding advisors through each email response with pre-written, customised, and topic-specific suggested responses.
Do More, With Less
Get through more queries in less time by removing manual ticket picking, reporting, wrap up processes, and time spent searching for customer information.
How Does it work?
EdgeTier injects intelligence into your contact centre, from receipt to resolution of customer queries.
EdgeTier quickly integrates with existing email providers, ingesting emails as soon as they arrive. Plug in directly to email systems such as Microsoft Exchange or Gmail, or to email ticketing software systems like Zendesk, Salesforce, or FreshDesk.
AI Reads AND UNDERSTANDS
Custom-built machine learning models are used to understand the customer intentions from your emails. Additional context is gathered from your internal CRM or APIs to enrich decision making.
Priority is Determined
Newly parsed emails are prioritised and routed to the best qualified agent. Email routing is completely flexible, route on customer value, agent languages, email topic, who the last responder was, or any other data available.
pre-written responses are Generated
The EdgeTier system follows best-practice in your contact centre to generate a completely individualised response for the customer. Responses go far beyond template suggestions, mimicking advisors decisions around the topics being handled.
AdVisors are called in
On presentation to agents, all of the hard work is done. The agents role is one of reviewing inbound mails and customising suggested responses. All pertinent information and historical context is surfaced, reducing the need for error-prone window switching.
Accelerate your team
Don’t let your tools hold you back from an excellent email customer experience. EdgeTier has fine-tuned email automation tools to make keeping up with a complex inbox a doddle for advisors.
Behind the scenes, a comprehensive store of all customer interactions and advisor performance data is kept ready for real-time, historic, and custom reporting.
Exceptional Email Performance
Reduce average handling times for email by up to 80%, while improving customer experience scores. Talk to EdgeTier Today.