E-Mail Customer Support - Embrace it or Replace It?

TAKES PLACE TOMORROW
11am Pacific / 2pm Eastern

Recent information seems to point to a decline in e-mail customer support from a variety of industry sectors. Is this a reflection of customer demand or the reaction of enterprises to the relatively poor customer satisfaction ratings given to e-mail support in general.  As it turns out, email has real value for both the company and the customer if it is thoughtfully implemented and maintained.

In this thought-provoking, one-hour webcast we’ll look at some of the Best Practices that can make your E-Mail Response Management System (ERMS) more effective and efficient.  We’ll look at how several large-scale consumer enterprises have succeeded in creating ERMS that truly delivers business value as well as positive customer experiences.
 
We’ll show examples of how KANA customers are using ERMS, as an important part of their multi-channel service strategy to deliver just the right answer, via the most appropriate channel.

Join us on Thursday, July 24th at 11am PT / 2pm ET where we’ll deliver actionable ideas that will help you:

• Create a seamless transition from self-service to assisted service when needed
• Effectively manage the flow of e-mails using rules and automated classification
• Improve the quality of each response while adhering to your SLA commitments

> To register for this informative one-hour web-seminar, simply click here.

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