Genesys Email Media offers a comprehensive platform capable of handling all email customer communication channels while gaining the benefits of leveraging your existing coordinated management and routing environment. Multimedia email helps you to efficiently manage high volumes of inbound e-mail and web-form queries, and ensures at your customer service e-mail communications are handled in a consistent manner.
Benefits of Email
- It is cost efficient- email campaigns are considered to be one of the most cost effective forms of advertising. Direct emailing is much cheaper than advertising with mass media. There are no printing or postage expenses typically associated with traditional direct mailing.
- Global reach - another advantage of email customer service is that it Is not limited to any specific region and an email can be sent immediately to any part of the world and person who has internet access can receive it immediately.
- It allows targeting the audience - unlike mass media, email marketing allows you to narrow your audience to people that are most likely to become your customers. You can target your emailing campaigns according to a variety of demographic characteristics.
- It allows keeping in touch with prospects - if you send periodic emails, people who are interested in your products or services but aren't ready to buy right away are more likely to remember you when they become ready to buy.
- Personalization- Email enables you to personalize your message and greets every person you are sending email to. You should only collect the names of your prospects and your email campaign software will automatically replace the field name with a real recipient's name.
- It supports segmentation - customer list segmentation allows sending much focused email campaigns. The result of the emailing campaign depends on how relevant campaign is to the recipients.
- Measurable results - email makes it possible to determine how effective your campaign has been, as services report the number of emails, opened emails, who opened , who clicked and which links they clicked on.
Features of Email
- Collaboration between customer service agents, subject matter experts, and supervisors improves fast contact resolution.
- Automated customer service response s and acknowledgements improve customer satisfaction and reduce agent workload.
- Email categorization and segmentation ensure the message is handled per the business rules.
- Proactive queue management, through Genesys Supervisor desktop, allows for dynamically manage emails in queue.