Customer Inquiry Management Software for B2B Companies
Esker’s AI-driven customer inquiry management solution helps today’s B2B Customer Service teams centralize, classify and resolve customer inquiries with ease — all while delivering consistent responses across every channel.
WHAT B2B TEAMS ARE UP AGAINST
Solving the toughest customer inquiry challenges
When B2B companies rely on shared inboxes and manual processes to handle customer inquiries, growing volumes quickly expose the same recurring challenges for Customer Service teams, including: how to better track customer inquiries (highly difficult), how to keep customers informed throughout the inquiry lifecycle (barely feasible), and how to support Customer Service operations more efficiently (nearly impossible).
The manual reality
- Customer inquiries scattered across shared inboxes
- Manual prioritization and interpretation
- Slow or inconsistent responses
- Limited visibility across support operations
The Esker advantage
- Clear inquiry prioritization and smart routing
- Rapid and consistent responses via automated workflows
- Less manual effort thanks to AI-assisted inquiry handling
- 100% reliability and transparency for CSRs and customers
End-to-end visibility on customer inquiries
Up to 80% faster response times
Improved CSR satisfaction through AI assistance
FROM FIRST CONTACT TO FINAL RESPONSE
How Esker Customer Inquiry Management software works
Esker’s Customer Inquiry solution is a centralized, AI-powered platform designed for daily workflows of modern Customer Service teams. It simplifies how customer inquiries are tracked, prioritized and resolved across channels — saving time, enabling more informed decisions and reducing response times without adding complexity.
Centralized AI-powered inbox
All customer inquiries are managed on one platform — providing full visibility into support interactions, enabling teams to track volumes, response times and SLAs, and keeping customers informed.
Intelligent classification & sentiment detection
Using natural language processing (NLP) AI technology, Esker classifies requests, detects urgency and sentiment, and activates automated workflows for smarter prioritization.
Knowledge management & suggested answers
Suggested responses are generated from business data and a centralized knowledge base that continuously improves, helping teams automate repetitive tasks and deliver consistent answers.
One-click assisted response
The AI assistant provides contextual, automated responses that the Customer Support team can review and send in one click, reducing manual effort while ensuring speed and consistency.
AI FOR AUTOMATING CUSTOMER INQUIRIES
Two AI agents. One smarter approach to B2B customer service.
By combining AI assistance for Customer Service teams with AI-powered self-service for customers, Esker sets a new standard for handling customer inquiries — helping organizations respond faster, reduce manual effort and deliver a more consistent experience.
CSR Synergy Agent Designed for Customer Service teams
- Helps prioritize and manage inquiries
- Reduces repetitive work and manual verification
- Assists with faster and more accurate responses
- Enables fewer, more proactive handling of high-impact inquiries
Customer Synergy Agent Designed for B2B customers
- Provides instant answers to common questions
- Reduces waiting times and frustration
- Supports natural interactions via chat or voice
- Empowers customers with self-service access to information
“It takes maybe a second or two to validate an inquiry now. The time savings — particularly for our CSRs — is one of the biggest benefits.”
Customer inquiry management capabilities — built for B2B support operations
Esker Customer Inquiry Management is built on a centralized, enterprise-grade platform designed to support growing volumes, evolving processes and cross-team collaboration, all without sacrificing usability for Customer Service teams.
Embedded AI across the workflow
AI supports classification, prioritization and response assistance.
Centralized data & visibility
All inquiries and related business data are in one place.
Cross-team collaboration
Customer Service, Finance and Operations work from shared information.
Performance tracking & KPIs
Real-time visibility into volumes, response times and SLAs.
Enterprise system integration
Seamless integration with ERP and business systems.
Faster inquiry resolution means fewer exceptions, happier customers and employees, and a reduced cost to serve — turning B2B customer service into a real competitive advantage powered by AI.
How customer inquiry management connects customer service to order-to-cash
Customer inquiry management structures how customer inquiries are handled across customer service and ensures they are always processed with the right business context — directly connected to order-to-cash (O2C) workflows.
Order Management
Respond faster and more accurately to order status, changes, availability and delivery-related inquiries.
Claims & Deductions Management
Identify potential disputes early and route inquiries to the right process to reduce resolution time.
Ready to transform your B2B customer inquiry management practices?
Esker Customer Inquiry Management software FAQs
What is customer inquiry management?
Customer inquiry management is the process of handling customer requests. It involves capturing, tracking and prioritizing these requests. This process works most efficiently and effectively when ensuring fast, accurate responses, team visibility, and consistent communication across different channels.
How is automated customer inquiry management different from shared inboxes?
Unlike shared inboxes, customer inquiry management software provides centralized visibility, smart prioritization and performance tracking. It helps B2B teams manage growing request volumes more efficiently and avoid lost or delayed cases.
Can AI handle complex customer inquiries?
Yes. AI can help with complex customer cases. In Esker’s case, it automates classification, prioritization and response suggestions. This lets Customer Service teams review and manage important or sensitive situations when needed.
What are the benefits of using AI to handle customer inquiries?
AI offers many benefits. It provides faster response times, reduces manual effort, facilitates more consistent answers, and improves visibility for Customer Service teams. The best part? All of this happens without increasing workload or lowering service quality.