Managing email inquiries is a problem many companies simply don’t realize they have. An inability to manage inbound emails causes organizations to miss sales opportunities and deliver poor service to existing customers. How many inbound email messages does your company get daily and what is your response time?
One article stated that “…poor email handling often affects more than just the customer directly involved; in this era of rapid-fire electronic communication and the blog, perturbed customers have made a sport of sharing with the world their negative service experiences.” Unfortunately, the 51% of companies not responding to customer service inquiries that we noted here, is on a steady decline. A follow-up study, again by Hornstein Associates, reported that in 2009, just 45% of companies responded to customer service inquiries within 24 hours.
BoldChat customers effectively utilizing Email Management are able to simply and effectively route emails into the correct workflow. This post illustrates two typical customers who use Email Management in their daily operations.
SendThisFile.com is a large file transfer service that allows its customers to send and receive files that are too large for email in just a few simple steps. The company has over a million users with over 36 million files sent. With an email volume that often reaches 500 incoming messages per day, SendThisFile had difficulty managing the volume of inbound emails.
Using BoldChat’s Email Management tool, agents can quickly and efficiently respond to messages thanks to canned messages and automatic message threading. Says SendThisFile’s CFO, Michael Freeman, “[Automated threading] is a godsend.”
For inquiries that require more support, agents assign them accordingly and the support team at SendThisFile is able to quickly take ownership of the requests. Emails sent to SendThisFile are responded to within the same business day. “Customers tell us they’re surprised how quickly they hear back from us,” says Freeman.
SalesNexus is a web-based contact management software solution designed for sales people, sales management, and marketing professionals. The company is built on the premise that businesses win when their sales staffs implement best practices through efficient contact management.
Support inquiries at SalesNexus used to be forwarded to five different agents. Without clear ownership of each message, agents were never sure if an email had already been replied to, often translating to multiple replies or, even worse, no reply at all.
SalesNexus now relies on BoldChat’s Email Management tool to manage inbound emails to their support team. “The fact that we can track an email chain is huge for us,” says Bill Treat, SalesNexus’s Support Manager. “In the past, I would end up forwarding emails to another tech. With Bold Software, they can see the whole email chain and it’s so easy to use.”
Reporting capabilities in BoldChat have also played a key role at SalesNexus. “We report on our agents and when they’re logged into the system. We need to make sure they’re there when we tell our customers they will be. We also look at email activity – how many emails did I respond to today versus the other people in my team?”
But the biggest improvement SalesNexus has seen since implementing BoldChat is the lack of missed emails. “Now we know for a fact when something has been responded to. Our response time has gone up, but the biggest improvement is we no longer miss emails.”
Learn more about BoldChat’s Email Management product.