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TSIA Benchmark data shows that customer email volumes continue to increase in technology support operations, while the service levels of email incidents have declined. Email response management systems can improve service levels for customer emails by auto-responding to repetitive questions, auto-suggesting replies to agents to streamline email processing, and auto-routing inbound emails to the correct person or group, eliminating manual reviews and routing. However, TSIA Research has found that even though multichannel management technology, including ERMS, is highly adopted, few companies are taking advantage of the efficiencies possible with email automation. In this document, TSIA Research recommends ten best practices to maximize the effectiveness of an ERMS, increasing the ROI for a new or existing ERMS implementation.
VP Research, Technology and Social, TSIA
Publish Date: February 25, 2014
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