(Boursier.com) — Esker , a global cloud platform that enhances the finance and customer service professions by strengthening inter-company cooperation and automating management cycles, announces the launch of its customer request management solution. The latter will allow customer services to process customer requests more quickly in order to establish an even more qualitative relationship with them. Directly integrated into the customer order management solution, this module behaves like a digital assistant for the customer service e-mail box: it classifies and directs requests to the right recipient or the right process.
Traditional email apps typically fail to handle the high volumes of emails that clog the shared customer service inbox. A situation that results in a considerable waste of time for the employee in charge of sorting and forwarding requests to the right recipient. Customer service performance is reduced due to the lack of visibility into the status of requests and the lack of flexibility that prevents customer service representatives from taking over when necessary.
In order to optimize this process, Esker’s customer request management solution integrates Artificial Intelligence (AI) technologies that classify e-mails according to their category: requests for proposals, orders, status requests, price requests, availability requests or complaints. Once triaged, requests are processed using a predefined email template or sent electronically to the appropriate recipient or process. Requests are thus processed much more quickly, which considerably improves the customer relationship. Thanks to this enhanced automation, account managers can devote more time to high value-added tasks focused on advice and customer satisfaction.
Esker dashboards provide full visibility into the entire process. Displaying real-time metrics and counters to monitor and analyze requests by type, date, or customer, allows team members to quickly identify process or organizational improvements.
Esker’s Customer Inquiry Management solution has dramatically simplified the day-to-day work of customer service at Palmer Holland, a US chemicals and ingredients supplier. By automatically classifying and routing customer requests, the Esker platform sorts, analyzes and automates the 5,000 customer requests the company receives every month.
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