Self Service Email – Digital Solutions2019-05-13T13:29:49+00:00

Self-Service Email

Our self-service email solutions are able to handle more than 90% of email enquiries without the need for agent intervention.

By automating responses, organisations in both the public and private sectors can reduce costs, free-up human agents, and increase customer satisfaction. Capable of providing comprehensive information or linking to digital forms, our self-service email solutions are a cost-effective means of improving your first contact resolution.

Self-Service Email

Our self-service email solutions are able to handle more than 90% of email enquiries without the need for agent intervention.

By automating responses, organisations in both the public and private sectors can reduce costs, free-up human agents, and increase customer satisfaction. Capable of providing comprehensive information or linking to digital forms, our self-service email solutions are a cost-effective means of improving your first contact resolution.

Why choose Inform’s Self-Service Email Solutions?

  • Content created just for you. Without high-quality, well-researched content, technology will never achieve its full potential. We leverage our extensive experience to ensure your automated responses say just the right thing.

  • Automating 90% of email enquiries frees up skilled human agents, allowing them to focus on tasks that require a more nuanced approach. This cuts waiting times, improves agent performance, and results in more satisfied customers and service users.

  • Offer 24/7 customer service and give your users what they want. Office-hours customer service is no longer enough. We’re helping you bring 24/7/365 support to those who have come to expect nothing less.

  • Comprehensive analytics reporting ensures you understand how your self-service email solutions are performing and provides a more thorough insight into user behaviour.

  • Bespoke digital forms can be customised to complement your organisation’s branding – guaranteeing continuity and reinforcing brand associations.

  • Integrated forms provide a seamless user experience and allow for easy information capture. Links to other services also ensure that users are guided through their enquiry, keeping the self-serve process quick, clear, and simple.

  • Flexible notifications keep users informed of their progress and manage process time expectations, ensuring your self-serve solution is a transparent and honest system that customers trust.

  • Responsive implementation of self-service email allows us to quickly refine and improve the system as and when feedback becomes available. This ensures your organisation is able to adapt to new challenges and operational realities.

  • Link to SMS technology allows users to move between channels and acts as a powerful means of influencing channel shift towards digital solutions. This makes self-service email an integral component in any omnichannel approach.

  • Content created just for you. Without high-quality, well-researched content, technology will never achieve its full potential. We leverage our extensive experience to ensure your automated responses say just the right thing.
  • Automating 90% of email enquiries frees up skilled human agents, allowing them to focus on tasks that require a more nuanced approach. This cuts waiting times, improves agent performance, and results in more satisfied customers and service users.
  • Offer 24/7 customer service and give your users what they want. Office-hours customer service is no longer enough. We’re helping you bring 24/7/365 support to those who have come to expect nothing less.
  • Comprehensive analytics reporting ensures you understand how your self-service email solutions are performing and provides a more thorough insight into user behaviour.
  • Bespoke digital forms can be customised to complement your organisation’s branding – guaranteeing continuity and reinforcing brand associations.
  • Integrated forms provide a seamless user experience and allow for easy information capture. Links to other services also ensure that users are guided through their enquiry, keeping the self-serve process quick, clear, and simple.
  • Flexible notifications keep users informed of their progress and manage process time expectations, ensuring your self-serve solution is a transparent and honest system that customers trust.
  • Responsive implementation of self-service email allows us to quickly refine and improve the system as and when feedback becomes available. This ensures your organisation is able to adapt to new challenges and operational realities.
  • Link to SMS technology allows users to move between channels and acts as a powerful means of influencing channel shift towards digital solutions. This makes self-service email an integral component in any omnichannel approach.

“In the case of local councils, people commonly email because they either cannot find what they want on Council web sites or they feel the onus should be on the Council to provide and send it. The Inform Email service has proven to handle all of these enquiries and dramatically reduce the common “ping pong” engagement that is recognised by all Councils. Whether public or private sector, converting enquiries to electronic email engagement should be encouraged and not viewed as a challenging channel of communication” Julian Mead, Client Services Director Inform Communications

Contact us for more information

How Does It Work?

Our self-service email systems improve first contact resolution rates by automating the response to many of the email enquiries you receive. Automated responses either provide customers with the information they require or link to digital forms that allow them to action their enquiry.

Installation

Self-service email solutions are designed to be integrated quickly and efficiently into your existing customer service system. Digital forms can be customised to meet branding requirements and all of our standard forms are available in two versions – static and web-based.

Setup

A key aspect of the setup process is ensuring back office systems are open and receptive to the data gathered via self-serve email. We utilise our industry expertise to ensure all customer data is able to move freely between channels – allowing for a truly omnichannel system.

Data and Reporting

Analytics play a critical role in understanding the behaviour of your customers and improving services. We provide you with regular reports and real-time insights into all major performance metrics, so you can see how self-serve technologies are impacting your organisation and where services can be improved.

Contact us now to find out more
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What our clients say

“Roaring success in terms of providing 24/7 customer service. I am confident our customers are able to access or leave accurate information 24 hours a day.”

“Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.”

“Since implementation the service has answered approximately 23,000 calls per month and successfully retained and resolved 62% of these enquiries, providing the equivalent work of 12 F.T.E’s.”

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