P&O Ferries has implemented an advanced e-mail management system to help its customer service team provide more personalised, accurate and rapid responses to customer e-mail enquiries.
By submitting your email address, you agree to receive emails regarding relevant topic offers from TechTarget and its partners. You can withdraw your consent at any time. Contact TechTarget at 275 Grove Street, Newton, MA.
Using the Talisma Email system, P&O Ferries can also effectively route and track all e-mail communication, while monitoring agent performance and customer service levels.
The system has enabled P&O Ferries to deliver a more consistent and personalised service by giving agents a real-time view of a customer’s interaction history, ensuring responses are always relevant.
E-mail processing time has also been reduced by using intelligent routing rules that direct e-mails to appropriate agents and allowing agents to select and use pre-written “suggested responses”.
In addition to assisting front-line staff, Talisma Email is enabling P&O Ferries’ management team to continuously review its e-mail customer service and identify any areas that require improvement.
The system’s reporting functionality provides real-time views of service levels, such as e-mail response times, and enables the management team to measure agent performance.
“Our customer service team supports a very large customer base so it is vital that our team has the right tools to effectively manage incoming e-mails and ensure accurate and timely responses,” said Mike Webb, customer service manager at P&O Ferries.
“Talisma Email has also cut our average e-mail response times,” said Webb.
Comment on this article: e-mail firstname.lastname@example.org