10 Tips to Managing Inbound Emails in Your Contact Center (Part 2) | CPI's Blog

10 Tips to Managing Inbound Emails in Your Contact Center (Part 2)

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Chris Dellen

As I mentioned in my last post, inbound email can be one of the most inefficient, disorganized and unmeasured channels of communication in the contact center.  

Here are the final 5 tips to help you reign in and better manage those inbound emails.


6. Branded

Since I’m a marketer at heart, this is a big one to me and honestly it should be just as important to you. Here’s why.  As soon as a customer sees your email communication, they should instantly recognize that it is from your company. And yes, they should be able to tell without even seeing your logo. With fraud being on the rise, customers tend to be leery of communication from an organization that doesn’t appear to be legitimate. Use your customer service email as an opportunity to help build your brand and trust with your customers. 

Responsive (mobile friendly): If you would like to take your branded email a step further, use a responsive design. We all know how pervasive smartphones and tablets are today. A responsive email design adapts the design and layout of your email automatically and in real-time. It doesn’t matter if your customer opens it in Outlook or on an iPhone, it will always look good, be functional, and provide a differentiated level of service.


7. Spell Check

No one is perfect. Misspellings happen but it does impact the perception of your organization. While no spell check program will catch everything, it can dramatically reduce the number of errors. The first step is making sure your agents can run spell check. The next step is to require a spell check to be run before a response can actually be sent to a customer. 

Consumers prefer assistance over the following channels:

"Phone (61%), email (60%), Live Chat (57%), online knowledge base (51%), “click-to-call” support automation (34%)." - eConsultancy

8. Tied into Your Knowledge Management Platform

It is very unnerving to not have the answer to a customer’s question, especially if you are new to an organization. Empowering agents with “approved” knowledge to help answer your customers’ questions is critical. Technology is available that can actually “read” a customer’s email and recommend knowledgebase articles that can solve that particular question. This can really help bring up new agents quickly, help deliver a consistent message and dramatically impact efficiency.

9. SLA’s

Today, organizations must measure email service levels and hold themselves accountable for meeting them. 

Escalated: If an email is approaching your organizations service level agreements, then a supervisor should be notified and depending on the situation even routed to another agent. 


10. Measured

With the customer’s voice become ever more powerful, it is critically important to build in processes that measure customer satisfaction from the email channel. Building in an automated survey after a question has been answered by email, can deliver enormous insights into the level of service your organization is providing through that channel. The value of measuring is enormous so don't forget to measure!

Are you ready to make 1 or 2 changes to your inbound email process? You got this! As always, we are here and happy to help

If you missed Part 1 of this blog post, here are tips 1-5 on how to manage inbound emails in your contact center.



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