Shared Inboxes Part 2: Customer Inquiries Functionality

Nick Carpenter

If you haven’t checked out Part 1 of this series, be sure to go back and explore the common pitfalls of shared inboxes.

For many companies, the shared central email box is what keeps the wheels of a business turning. It’s the number one entry point for customer-facing communication, and it keeps your business and transactions running smoothly.

For something that’s so important, surely there’s a fool-proof way companies can stay on top of overflowing shared inboxes, right?

That is where Esker’s Customer Inquiries solution comes into play. Welcome the digital assistant for the customer service mailbox. Let’s take a dive into the Customer Inquiries solution and see how it can help alleviate the pains associated with manually triaging the customer service inbox.

The Need To Automate

With bringing automation to email triage you are able to address inquiries faster, analyze the inquiries coming in by gaining visibility into the email request types. Empower your team by making sure employees are spending more time on value-added tasks. And finally let’s not forget about improving the customer experience. We want to make sure all customer inquiries are answered quickly and moved to where they need to be.

How It Works

When an email is received it flows into the Customer Inquiries solution where Esker’s AI Engine decodes the email request into different categories. For example: order status request, RFQ or maybe it is a claim and the list could go on.

Based on the type of email request the system decodes it and then routes the request to the appropriate place to be processed as it needs.

Unfortunately, many of today’s modern enterprises are still stuck having at least one full-time employee (FTE) who lives and breathes the central email box. Their job is solely to open every email that comes into the enterprise, try to figure out what exactly the customer might be asking for. From there, they have to flag emails, sift out the mission-critical stuff, reroute things that aren’t relevant, and then ultimately interact with the customer or delegate messages to people who can better address their needs.

Imagine if you had one extra FTE back on your team. How might that impact your customers? How would you compete in the market? How would it affect your staff’s work experience? Find out what the visibility and efficiency of an AI-driven solution with email triage can do for you. Learn more at esker.com.

Stay tuned for Part 3 of this series and to learn more about Esker’s Customer Inquiries solution contact us!

Author Bio

Nick Carpenter

Nick Carpenter is a business development manager with Esker where he focuses on helping folks to leverage AI-powered solutions to drive greater efficiency throughout their O2C process. Starting his career at Esker as a sales demand representative, he understands the unique challenges different companies face and how to overcome them.

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