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  • The Problem
  • The Solution

The volume of email received by companies today has caused an insidious problem that mostly goes unrecognized and untreated. The outcome for businesses is that email responsiveness over the past several years has gotten progressively worse.


 
 
Email Shouldn't Be Ignored
 
In our annual survey of regular Internet shoppers we learned two surprising things.  First, there is a large population (20%) of shoppers who prefer live chat above all other communication methods.  Twenty-two percent (22%) prefer to use the phone.  The remainder - 58% of the population - said that "email" was their preferred way to communicate. 

Unfortunately, most companies don't pay attention to email with the same science they apply to other methods of communication.  You may have an email problem if you find these questions hard, or impossible, to answer:

  • What's your firm's average response time for sales emails? Support emails?
  • What is your average time to resolve an issue submitted through email?
  • During what time of day do you receive the majority of email inquiries?

With integrated email management available from BoldChat, this problem can easily become a competitive advantage for your company.  Read The Solution tab.

 
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Our email management functionality works because it supports a collaborative approach to email management. Emails aren't just simple messages, they are pieces of work - sometimes complex work - that need to be managed to resolution.

It's the difference between forwarding an email and assigning it. It's the difference between responding to an email and taking ownership of the entire communication.



 
 
Organize & Assign
 
Subject/body routing directs emails into the correct workflow where they can be accepted, escalated, and resolved. An automatic email distribution engine is also available allowing auto-assignments and re-assignments to occur based on departments.

   
Auto-Responders / Canned Messages
 
Auto-responders answer many questions without the need for operator interaction while Adaptive Messaging™ puts frequently used responses at the fingertips of support and sales staff.


   
Robust Reporting
 
Automatic time stamping enables the easy-to-use reporting interface to show email statistics such as average speed of answer and average time to close.
 
Communication Cohesion
Threading technology ties individual emails together and automatically reopens them when customers or prospects respond.

 
   
Rich Contextual Information
A full history of email communication with a customer provides agents with valuable background when responding to an email. Relate emails to chats to see a holistic view of a customer’s entire communication history.

 
       
 
Schedule a Demo
Ask Questions
Start Free Trial
 
 
See BoldChat in action,
click below to schedule a demo.
Start a live chat with a product
expert to get your answers.
Get started today with a fully
functional 10 day trial.
 
 
Schedule Demo
 
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Product Feature Comparison Chart
 
 
 
Every feature, for every product in one easy-to-use chart.
 
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