Build Stronger Customer Relationships and Optimize Operations
Auto-respond and route emails, blog posts, tweets, and more.
Attensity Respond helps you more effectively listen and respond to customer communications - whether those communications are direct via your email channel, or indirect, via forum posts or tweets.
Attensity Respond handles all incoming emails, "contact us" forms, customer forums and tweets and other types of messages, categorizes them with our advanced pattern recognition technology, allows them to be tracked as trouble tickets, and then auto-responds when appropriate or routes them for servicing by the appropriate person or team.
Why is this important? In a survey done by Twittermaven, 84% of respondents say they will reward those brands they have key relationships by being more willing to purchase from them and recommend them to others. In short, Attensity Respond not only reduces costs, enhances control, and optimizes performance; it helps turn your brand into a trusted friend.
In conjunction with our Voice of the Customer application, you can also see dashboard reports that show sentiment and track issues that people care about. Our sophisticated natural language processing engines, developed over 18 years of research, allow precision in your mining of the top issues facing your customers and allow you to respond more quickly.
Improve Your Response Processes
With Attensity Respond, you can:
- Intelligently auto-route messages (both social media and email/fax/etc) to the appropriate department for response or consideration
- Automate up to 90% of the handling of all incoming email and communications with industry-leading accuracy, thereby significantly reducing operational costs.
- Surpass service levels and maximize efficiency with intelligent message routing and handling that automatically delivers scripted reply templates, resulting in dramatically lower response times and more standardized responses, regardless of agent experience.
- Mine the intelligence residing in your incoming unstructured customer communications data by using Attensity Respond together with Attensity Voice of the Customer.
- Gain increased control and visibility into customer communication processes, analyze and enhance contact center performanance via dashboards and reporting tools.
- Track, manage, control the process, and retain all customer interaction-related history to stay compliant with both company rules and external regulations such as Sarbanes-Oxley or HIPAA.
- Support multiple departments/business units through a multi-tenancy architecture.
- Integrates with leading CRM systems, including our own e-Service suite, as well as Kana, eGain, and Microsoft CRM to optimize operations.