Email Management

Improve Customer Service with Better Email Response Management

Help your call centre agents organise their customer emails by streamlining their email response management system with Saleforce Call Centre. With Salesforce, your agents can track email messages and keep customers in the loop-and improve customer service.

Email-to-Case

Email-to-case functionality automatically creates cases in Salesforce based on messages sent to designated email addresses. Incoming cases and messages are routed to the appropriate agent or queue, email responses are attached to the case, and follow-up messages are also automatically associated back to the original case.

Email Auto-Response

Personalised responses to customer inquiries from the Web and email can go out immediately and automatically. You can tailor responses based on the nature of the inquiry or on information supplied by the customer. Responses can be triggered by business rules and can also include suggested solutions and attachments as appropriate.


Force.com Connect Outlook

If your agents depend on Outlook for email communications, salesforce.com's Force.com Connect for Microsoft Outlook will let them keep using their favoured email program. With a single click, agents can ensure that important messages received in or sent from Outlook are added to Salesforce. At the same time, agents can reduce email clutter in Salesforce by logging only necessary emails.

Get More Customer Service Support Tools

Realise more productive agents and more satisfied customers with all the features Salesforce Customer Service & Support has to offer your call centre, including agent consoles, call scripting, and computer telephony integration (CTI).

 

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