Businesses with a large number of customer, employees, suppliers or other stakeholders often need to address a huge influx of email queries on a day-to-day basis. These emails may need to be addressed by designated individuals across departments like payroll, compliance, HR, IT, accounts and sales, amongst others.
Rapidly assigning the request to the right person, tracking progress and getting an accurate view of the resolved issues is fundamental to delivering a good experience to the users. QX Global Group’s Email Query Management System is an intuitive and easy-to-manage centralised system that automatically converts support emails to tickets, ensuring quick and effective resolution queries from clients, suppliers, candidates and other stakeholders.
In addition to improving team efficiency, the system also reduces TAT and helps to prevent SLA violations and breaches.
Benefit from QX’s Email Query Management System to automatically assign ticket numbers to customer and vendor queries and access all email queries from a central location.
Improve process transparency by customising folders and SLA configurations at email and folder levels.
Use email templates to responses on email tickets which will bring down TAT for query resolution.
Use the system efficiently to define your business operation hours and holidays – automatically excluding non-operation hours for emails sent during out of business hours or holidays to calculate accurate SLAs & TATs.
Avoid confusion caused in cases of agent collision by preventing two users to work on the same ticket at the same time.
Leverage the live data to generate highly customised and insightful reports from all the available fields.
Partner up with a GDPR compliant team to implement an end-to-end, secure email query management system
Automate the process of moving tickets to specific folders and assigning a user based on defined rules
Use the system to identify tickets to be worked upon later by setting reminders or something like – Snooze the tickets to work upon later by setting reminders
Create a role-based system that allows you to lock system access as per the unique requirements of your process or organisatio