Automated email management

At MGt, we recognise the need for customer support to be as highly automated as possible through email as well as easily scalable to meet fluctuating demand.

Dealing with inbound mail can be extremely challenging. The floods of mail that come pouring into the inboxes of agents can create confusion, inefficiencies, and inconsistencies between responses, frustrated customers, and reduced brand loyalty.

As part of a wider contact management strategy, MGt uses an integrated Email Management Solution that combines the speed of response with personalised attention. Intelligent routing forwards each mail to the agent with the most appropriate expertise to deal with the issue. The email management system suggests responses for each mail, increasing agent efficiency while leaving room for personal touches that build brand loyalty.