Approach e-Mail Manager
The system’s objective is to manage the emails interactions between a Company and its Customers, channeling them through the contact center the same way it does with a telephone calls.
This unify handling of e-mails allows the centralization of all related information sent or received by the customer, keeping track of all contact made by all the Contact Center personnel. At the same time, it allows a smart follow-up and contacts based on customizable rules that will work during the distribution of inbound contacts and automatic re-assignment of previously assigned contacts.
The system allows the creation of marketing campaigns, as single clients sending or a reply to an email received by the system through an agent. It is important to note that the system is not an e-Mail server; it only interacts with pre-existent accounts and sends emails through them.
Inbound e-Mail Management
The system searches and extracts e-mails from different accounts and converts them into contacts to be managed like any other customers’ interaction or customer contact. Allows control, tracking and auditing of all received emails as well as the follow-up that each one has received from the agents. By storing all contacts into the system’s own database, it allows the access to all authorized users from the Contact Center anytime, from anywhere.
Outbound email management
Automatic responses
This functionality applies to those e-mails that the system generates automatically and it is sent to customers without any agent intervention.
Replies / Manual sendings
This functionality applies to those e-mails that the user generates manually in response to a customer, user-generated or Marketing e-mail campaigns.
• Manual reply to a new e-mail
• Manual sending of a new e-mail.
• Automatic sending of new emails through an e-mailing campaign, with the option to add body templates with customizable fields.
