Is it important to your business for your current and potential customers to receive an immediate and consistently accurate response to their online questions?
By how much would your support costs be reduced if your online support was automated and rarely required intervention by a live support person?
Is it critical to your business to utilize the most innovative technology currently available to keep your customer service satisfaction performance ahead of the competition's?
Can iMail help you to achieve all of these goals and much more?
(Answers: yes, a lot, yes, definitely.)
iMail is a self-learning (and self-correcting) expert system that becomes an integral part of your email support process. At first, it simply observes, and learns from, the communication between your customers and support representatives, quickly becoming smarter, and gaining knowledge about your products and services. As its intelligence grows, it begins to offer responses to the incoming questions, and can, in fact, engage in interactive dialogue with your customers, if needed. Soon, as its database of knowledge grows, iMail will respond to the majority - if not all - of your support queries, leaving your capable support staff to respond to new and/or more complex questions and problems.
A customer asks a question. The email, either a direct message or a re-routed message from an online support page, is sent to iMail.
iMail processes the message. If it understands the message, and can provide a suitable answer, it responds immediately to the customer.
If iMail cannot provide an answer, the message is forwarded to a support representative.
The support representative sends a response back through iMail to the customer. iMail processes, and learns from, the message, so that during the processing of a subsequent message of similar meaning, it can provide an immediate response.