Email Management System (EMS) is specifically designed to expertly handle customer service and technical support mails. For every customer inquiry, a ticket is assigned to track and ensure resolution. The EMS has an embedded application to track ticket status, schedule follow-up tasks, generate pre-set auto responses and provide seamless escalation across multiple support channels.

Benefits:

• Reduce email Turn Around Time (TAT) by 50%
• Increase response accuracy with automated message routing
• History tracking helps resolve recurring issues quickly
• Provide consistent, standardized, accurate responses with customized templates
• Eliminate lost or stale emails with integrated tracking system

Features:

• Automated Routing: Powerful business rule engine automatically routes incoming emails to the appropriate agent
• Easy-to-Use Interface: Single operator console provides quick access to email and live chat requests
• Standard & Customized Forms: Reduce response time using consistent and accurate online forms, including automated email responses with editing capabilities
• Tracking: Each incoming email is automatically tracked, providing a comprehensive history
• Hassle-Free Spam Block: Filter out 95% of annoying spam emails
  

	Service Offerings Customer Support Customer support is indispensable as well as a key differentiator in the fast paced customer service industry. At vCustomer, we understand the importance of each customer interaction and effective problem resolution. vCustomer provides a range of customer support services to enhance your customer’s experience and drive customer satisfaction. Our offerings in customer support domain include:  Inbound  Voice Support Outbound Voice Support Email/Chat Support Click to know more

	Solution Offering Integrated Knowlegebase vCustomer’s integrated knowledgebase enables customer support representatives (CSRs) and customers to utilize the huge source of information collated in a database. Integrated search option enables CSRs to resolve customer queries effectively and reduce their response time. Integrated with a bundle of interaction tools such as EMS (E-mail Management System) and Web Chat, iKB provides a unified web interface for multiple users.