CUSTOMER ENQUIRY MANAGEMENT

Transforming the DNA of Your Customer Service Team

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A DIGITAL ASSISTANT FOR THE SHARED INBOX

Managing a shared customer service inbox can be costly, chaotic and counterproductive. That’s why Esker designed a Customer Enquiry Management solution — powered by the latest and greatest in AI technology — to not only help your team deliver a better customer experience (CX), but also continuously improve as your business grows.

  • Address Enquiries Faster No more messy inbox folders! Classify, route & answer customer requests quickly & accurately thanks to automation & AI-driven technology.
  • Build Better Relationships Give your customers what they expect — a quick, consistent & helpful response. The end result? They keep doing business with you!
  • Be Proactive, Not Reactive From strategic response & routing to real-time KPIs, Esker equips your team with the tools needed to provide a more proactive, personalised CX.
“It takes maybe a second or two to validate an enquiry now. The time savings — particularly for our CSRs — is one of the biggest benefits.”​
Aiza Toor │ Customer Service Manager | Palmer Holland
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NEVER MISS AN ENQUIRY AGAIN

AI-DRIVEN EMAIL TRIAGE & MANAGEMENT

In a traditional shared inbox environment, classifying and routing emails can require the time of one or more dedicated FTEs (not to mention all the work of answering those enquiries). Enter Esker. Our solution does the heavy lifting so you don’t have to — bringing a clear, unified vision to your customer communications.

  • Enquiry classification uses NLP algorithms to auto-categorise incoming requests (orders, requests, claims, etc.), honing its accuracy over time.
  • Predefined email templates allow your customers to receive consistent auto-responses (which can be personalised to your liking) no matter which CSR is processing the enquiry.
  • Strategic routing enables whatever enquiries customer service cannot answer to be easily emailed to the person/department that can.

BRING DATA INTO EVERY DECISION

DASHBOARD ANALYTICS FOR EVERY USER

Customer service teams perform best when their strategies and actions are guided by data. Knowing this, Esker’s intelligent solution captures the most pertinent analytics behind your customer communications and displays them as live KPIs in a simple, sleek and customised dashboard. Customer enquiry management never looked so good!

  • Monitor & analyse customer enquiries by type, date or customer
  • Track & evaluate performance of customer service team members

TRANSFORMING THE DNA OF
YOUR CUSTOMER SERVICE TEAM

 Digital Assistant for the Shared Inbox

SOLVE ISSUES IN REAL-TIME

CHAT TOOLS FOR YOUR TEAM & CUSTOMERS

When it comes to customer service, good collaboration goes a long way. That’s why Esker users can initiate internal conversations with coworkers directly within the solution — allowing time-sensitive questions to be answered in no time at all.

Your customers benefit from convenient communication options as well, as they have the choice to send emails to your team or utilise the chat feature built into the customer portal. Yet another feather in your “easy to do business with” cap.

ASK US ANYTHING

Questions? Comments? No matter what it is, we’re easy to reach.

You’re in good company. Explore some of the other companies and AP leaders that have benefited from automating their processes with Esker.
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