Customers expect timely and personalized attention from any device. Consider 71% of mobile purchasing decisions are most influenced by emails from companies (Adobe). Companies and their CSRs must effectively manage their email traffic as part of a omni-channel engagement strategy.
Nothing is more frustrating for a customer feeling their issue is not important or ignored altogether. Tracking the progress of email communication from the point of origin to escalation is also essential to making sure each customer interaction is addressed.
The most effective method is an omni-channel approach. Pair email with another avenue for interaction, like web self-service. This method is effective in handling frequently asked questions, which gives CSRs time to focus on the quantity of inbound emails.
Visit Moxie’s email management solution for more details on how to deliver personalized attention to your customers in a timely manner no matter what channel your customers prefer.