Email / Ticket Management
You are receiving more and more emails and the cost for their management is increasing each day ?
By outsourcing the management of your email at Move Offshore, you will be able to answer more efficiently to your emails and to reduce the processing costs.
The benefits of our offer :
- Reactivity : 80% of the incoming emails are processed in the past 6 hours, and 100% in the past 24 hours. This efficiency avoid to your clients to send a second email or to call you if no answer is coming in a short delay.
- Cost of the process : the reduction of the labor cost in India and Morocco and the improvement of the productivity due to our managing solution allow you to reduce your cost by a significant way.
- Quality : the emails sent are done by our French and English speaking operators, which allow us high quality syntax, relevance and customization.
- Flexibility :the flexibility of our operator working hours and the reactivity of our contact centers is a proof of the optimization of the work.
The specifications of Move Offshore E-Mail Management solution :
An increased productivity :
- Knowledge base : a knowledge base is prepared to each operator to help him answering the best and the most quickly to your clients.
- Email distribution : we create rules to distribute incoming emails to our operators: origin, day of incoming, last operator answered… These rules enable to affect automatically emails to the best operator, depending on their competencies.
- Customization of the answers : answers can be suggested depending on the email ID (first name, last name fields…). Each answer could be associated to one or main attached files.
An optimal service quality :
- Traceability : each email is saved in a database and is simultaneous assigned with a ticket number. This system allows a great management, like respecting the deadlines, keep information, access to the log of each exchange et insure a whole client support.
- Delivery reports : a delivery report can be automatically generated. The content of the mail is customizable to help you organize your communication (ads inside for example).
- Reporting :our offer allows you to know exactly how it is going: you can check the main indicators (opened tickets, processing time…) whenever you want.