E-mails: the less the better

  
E-mails are a problem when it concerns customer contact processes. With a call centre the customer gets to speak to someone directly. If things are unclear your employee can ask the right questions and finally reach the right answer by using the dialogue on the screen. With ZoomBIM’s Virtual Advisor the customer works through the dialogue himself/herself and gets a clear answer to his/her question in this way.

The website has failed
If the customer has looked on the Internet and decides to ask a question by e-mail, the website has in fact failed. Of course, there are programmes for sale which answer e-mails automatically. However, as with the customary search options on a website, they are often considerably off the mark. The customer notices that he/she has been sent back an automated e-mail and gives up, or he/she just sends his/her question again, adding to his/her irritation.

Asking further questions is not possible

E-mails do not receive automated replies. Your Service Desk employees could try to do this, but that takes a lot of time and there is no opportunity to ask further questions. This is why ZoomBIM is completely devoted to the quality of the Call Centre and the Virtual Advisor linked to it. Along with you, ZoomBIM ensures a dialogue which actually guides the customer to the right answer. This means that you will only receive a minimum amount of questions by e-mail. Do not try to reply to these e-mails automatically: they are the most serious questions, the remarks which you can use to your advantage.

Want to know more?
Register here for a Round Table.