Delivered as a hosted solution, Oracle Live Help E-mail On Demand empowers you to deal with rising email volume and mounting customer expectations. With it, you can easily handle large volumes of customer emails and Web forms to optimize customer interactions and reduce the cost of managing emails.
Part of a Complete Live Help Solution
As part of the Oracle Live Help On Demand solution, Oracle Live Help E-Mail On Demand is integrated with other applications—including Oracle Live Help Chat On Demand and the Call feature of Oracle Live Help Interactions On Demand—to facilitate seamless escalation between channels.
Delivering high quality customer service shouldn't compromise your profit margin. With Oracle Live Help E-mail On Demand you can ensure a professional, prompt, and secure response to customer email inquiries while dramatically decreasing the expense of handling emails.
Automatic queue distribution— intelligent queue distribution model automatically assigns e-mails to agents based on their availability, skill, and performance—in the process streamlining workflow and reducing customer wait times
Mail history—Oracle Live Help E-Mail On Demand maintains a record of the correspondence between the customer and the company through incident resolution
Mail routing—administrators can define rules to route e-mails to specific departments based on keywords. Replies are automatically routed to the appropriate agent for a set amount of time before returning to the department queue
Mail notes—agents can add notes to e-mails to assist in resolving incidents. (Notes are invisible to the customer but can be viewed by other agents and reviewed in reports
Headers and footers—message body headers and footers, defined within the Account Administration utility, can automatically wrap around every e-mail agents send
Ability to transfer and escalate—agents can easily transfer chats to other agents or departments or escalate an e-mail interaction from chat to voice
Secure communications—you can post your customer’s e-mail message directly into your department mail queue using HTTP instead of SMTP
Hidden fields—sent with a message and displayed in the agent console when the message is opened, hidden fields provide additional information about customers
Third-party system integration—deliver personalized service and reduce handle times by integrating your e-mail response service with existing data sources