Open Up Conversations with Your Customers

Conversive's email solution brings next-generation capabilities to this first-generation form of online support.     

Email that Gets to the Point
Email should provide an excellent channel for non-urgent questions, comments and ideas. But email can require substantial effort just to sort and route, and can also turn into lengthy back-and-forth exchanges. As a result it can become an even more time-consuming and expensive channel than chat or telephone.

Conversive's conversational user interface is the ideal front-end for email. It engages customers in a friendly, conversational way and zeroes in on the customer's issue. Conversive will often find the answer immediately, and can even point customers to the information on your website.

For questions requiring more personalized answers, Conversive's conversational process can determine what type of question is being asked and where the email should be routed, saving valuable time and effort. It works with your email system to send the email to the proper agent.

Once the agent has the email, the Conversive Agent Desktop makes it easy to quickly find the answer that is needed. The Conversive Agent Desktop provides agents with rapid, powerful knowledge acquisition tools, leveraging the same knowledge that is available in Conversive's online solutions. And with Conversive Agent Desktop, collaboration is just a mouse click away, allowing agents to forward difficult questions to a supervisor's chat window. Simply put, email can become an efficient, timely and intuitive form of service, delivering:

Speed. Email has not typically been useful for getting customers a quick response. But with the Conversive email solution, you'll be able to quickly resolve issues raised in email—and impress your customers with a response that is truly responsive.

Acknowledgement. Forrester Research found that few companies even go to the minimum level of sending an automated acknowledgement of a service email^*. Even fewer were able to suggest answers in the email response. And of those, only a couple provided the right answer. Using Conversive's solution in the email channel can help you provide immediate support online and efficiently process emails that do require an agent's response.

Collaboration. When additional expertise or authority is needed to resolve an issue, agents have easy access to a subject matter expert or supervisor. Any question that cannot be answered through all of the resources available through the Conversive Agent Desktop's powerful workflow can be immediately sent to a supervisor as a chat.

Personalization. Email can feel impersonal. It's often sent to an alias inbox and the user gets an auto-generated response or unclear instructions on how to follow-up. Conversive's conversational approach lets you add a personal touch to email interactions, boosting customer confidence and satisfaction. In addition to reducing the sheer volume of emails, Conversive improves sorting, routing, knowledge acquisition and collaboration—so agents have time to focus on creating a friendly, personalized response to customer questions.

^{* Forrester Research, "Using Email Customer Service to Keep Customers on Your Website" November 2009}