E-mail has become the primary means to offer Web-based assistance for your customers when matters do not require an immediate answer. Low cost, non-intrusive and anywhere-anytime access, are some of the advantages of email-based communications.

At iSource, we employ a variety of tools that enable our agents to quickly and effectively answer your customers email in large volumes. Our ticketing system based email management helps us to keep track of the series of follow-up correspondence, to build and update a knowledge base, and to ensure quick solutions to customers.

The use of FAQs, where a database holds standard responses to frequently asked questions are used as part of the agents response to ensure quick and standardized response. Our Customer Support Representatives are able to quickly and efficiently analyze, and respond to your customer queries.

We provide a very reliable and flexible system that responds rapidly to customer queries. Our email response services range from simple courtesy messages to expert system-driven responses to customer inquiries. The systems are designed to scan incoming messages and route them to the appropriate agent. Our agents are thoroughly trained and familiarized with the clients products and services. Use of online knowledge base for information helps provide immediate personalized responses to customer queries. Knowledge base of frequently asked questions and answers are created with clients input. The knowledge bases are continually updated and improved based on our agents interactions with customers.

Some of the services offered via email response management are
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Customer Service Application / Claims processing
• Subscription services
• Feedback collection for products / service / campaign etc
• Polling / Media analysis
• Effective up-selling and cross-selling to existing customers during call

Pre-sales Post-sales & Order fulfillment
• Product enquiries
• Order taking
• Sales processing
• Up-selling and Cross-selling
• Documentation & payment queries
• Post-sales product support

Technical Support/ Help desk
• Troubleshooting for products and services
• Complaint registrations
• Guiding customers in collecting information

Inquiry Service
• Product / Service information requests
• Dealer locator service
• ATM / POS locator service, etc.

Billing Information
• Queries about account balance,
• Payment information,
• Changes in personal information etc

Enrolment services
• Registration and enrollment for campaign and events etc.