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The AnswerTrack Server processes, analyzes, routes and archives all email between your customers and your representatives, concisely summarizing meaningful data such as customer satisfaction, response times, issues handled, and much more. Email messages from your customers are routed to just one of your logged-in Agents in rotation or by priority level. Unlike standard email, you will always know who got the message, when they answered it, and what they said. Unique tracking numbers are stamped in the subject to identify Issues and their messages. Tracking numbers may optionally be assigned by the customer or telephone reps from the web. All messages are archived in a back-end database. When customers reply to a message with a tracking number, their messages are routed back to the assigned Agent (unless that Agent has logged out, in which case the Issue is automatically re-assigned). Agents reply to Issues with their regular, familiar email software (all RFC-compliant clients are supported). There is no special training required, no new interface to learn. Logging in and out, handing-off, escalating, and all other commands are simply emailed. Your Agents' personal email addresses are kept private; for example, customers see the message come back from support@yourcompany.com, and cannot contact the Agent directly, ensuring continued Issue tracking. Every message back to the customer has an optional Satisfaction Scoring System™ banner with a coded hyperlink that allows the customer to provide secure feedback on the Agent's performance. Agents cannot score themselves. Build your own web-based Knowledge Base and FAQs List directly from existing email messages, and use the new articles to more efficiently answer new inquiries. You can even specify certain articles as "internal" only, for viewing by authenticated Agents only. You get rich, graphical reports showing Agents by Satisfaction Score, Agents by Average Response Time, Agents by Issues Handled, Agents by Hours, Issue Counts by Mailbox and by Client, Historical Trends, and much more. |
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