With Zylinc Cloud Email, delivering multi-channel customer experiences is easy
Manage customer emails and calls in one system in Zylinc Cloud to provide great customer experiences – while making it easier for your dispersed teams to handle customer emails.
Zylinc’s new add-on Zylinc Cloud Email is perfect for companies whose customer service receives both calls and emails – and who do not want a complex ticket system.
Take a closer look at our latest shot at technology that gives you the freedom to deliver first-class customer experiences!
Reduce complexity.
With Zylinc Cloud Email, it’s easy and fast to:
boost effiency in smaller teams
– where employees often have multiple areas of responsibility, because colleagues are only one click between answering calls and emails
ensure uniformly professional replies
– pre-defined templates ensures that all customer service colleagues reply uniformly in writing, in line with your guidelines
empower cross-location collaboration
– no emails are lost between two stools or forwarded internally with no answer to the customer … or double replies
Perfect for companies
with dispersed skills and offices!
Numerous companies have various competency hubs or customer service centres dispersed across the country. This allows you to attract local skills or delivering outstanding face-to-face customer service anchored in local knowledge.
Now you can support this collaboration across offices. In Zylinc Cloud Email, teams can easily allocate and answer customer emails in a uniformly high quality in the same user-friendly interface that they already answer phone inquiries in.. At the same time, you ensure:EFFICIENT EMAIL HANDLING. Send and receive photos/graphics, build templates for standard replies, create email queues for local handling or prioritize incoming emails through color codes.
BOOSTED PRODUCTIVITY. With only one click between answering phone calls and emails, it’s easy to deliver quality customer service for employees with multiple responsibilities in smaller teams.
STRENGTHENED RESPONSIBILITIES ACROSS LOCATIONS. Delegate emails directly from the shared inbox to ensure that only one team member works on answering a given email and avoid endless forwarding of emails resulting in no or double customer reply.
One cross-channel overview of customer inquiries for management,
one intuitive interface for users
With Zylinc Cloud Email you get an overview of the number of and processing time for emails to customer service. Moreover, if you have NPS as an add-on, you can obtain a real-time overview of the service level across written and voice customer inquiries.
Combined with the voice statistics you already have access to, you get a total cross-channel overview of all customer inquiries gathered in one dashboard. You can link this to KPI/SLAs and customer service targets as well as spot trends, plan, adjust and make data-based decisions.
On top of this, instructing in multi-channel customer service becomes easier, because you only train existing and new colleagues in one system, and because the mail interface resembles familiar systems
Benefits with Zylinc Cloud Email
- Reduce IT overhead by handling emails and phone calls in one system
Quickly get colleagues on board, partly because you need only train colleagues in one system, and partly because agents will experience recognition as the mail interface resembles large, well-known mail systems
Templates for standard responses ensure fast, uniform and correct customer service via email in live with your brand guides
- Fewer changes between various platforms and systems and reduced time spent on 2FA make employees more productive
Gain insight into your email customer inquiries, e.g. number of unique emails, response/action time and see trends to plan and make data-based decisions based on
… And don’t forget: Zylinc Cloud Email is GDPR-compliant, just like the rest of Zylinc Cloud.
Tech facts on Zylinc Cloud Email
- Zylinc Cloud Email integrates with MS Outlook via IMAP, allowing you to operate seamlessly with current emails/inboxes
- Emails are in rich text format
You choose and configure inbox access, rights and email routing based on e.g. language, department, history or skills – just like on our voice queues
If data can be configured as an email via e.g. Zapier in MS Outlook, you can process it in Zylinc Cloud Email
Price
Zylinc Cloud Email is an add-on to your existing customized Zylinc Cloud solution. Please consult your telco provider or partner for your company’s price.