To solve this workflow issue, Strategic CS started using Emailtopia’s Response to optimize their email workflow and increase agent productivity. They also opted to create a custom auto-reply that was tightly integrated with their backend ticketing system, this auto-reply provides a ticket number and real-time information on expected wait times every time a new email is received.
Custom Auto-Reply: By integrating with the ticketing system used at Strategic CS and managing the expectations of their consultants, redundant email volume was significantly cut. This is a huge efficiency booster for the agents handling email.
Performance Reporting: Response’s variety of reports brings visibility into previously unknown metrics, such as: individual agent performance, group mailbox performance and closure rates. Response’s reporting gives Strategic CS the information they need to make informed hiring decisions.
Service Level Adherence: Response allows you to closely follow your service levels on an hourly basis. Alerts can be created to notify you when you are in danger of breaching a SLA on one of your group mailboxes