Customer Enquiry Management Software for B2B Companies
Esker’s AI-driven customer enquiry management solution helps today’s B2B Customer Service teams centralise, classify and resolve customer enquiries with ease — all while delivering consistent responses across every channel.
WHAT B2B TEAMS ARE UP AGAINST
Solving the toughest customer enquiry challenges
When B2B companies rely on shared inboxes and manual processes to handle customer enquiries, growing volumes quickly expose the same recurring challenges for Customer Service teams, including: how to better track customer enquiries (highly difficult), how to keep customers informed throughout the enquiry lifecycle (barely feasible), and how to support Customer Service operations more efficiently (nearly impossible).
The manual reality
- Customer enquiries scattered across shared inboxes
- Manual prioritisation and interpretation
- Slow or inconsistent responses
- Limited visibility across support operations
The Esker advantage
- Clear enquiry prioritisation and smart routing
- Rapid and consistent responses via automated workflows
- Less manual effort thanks to AI-assisted enquiry handling
- 100% reliability and transparency for CSRs and customers
End-to-end visibility for customer enquiries
Up to 80% faster response times
Improved CSR satisfaction through AI assistance
FROM FIRST CONTACT TO FINAL RESPONSE
How Esker Customer Enquiry Management software works
Esker’s Customer Enquiry solution is a centralised, AI-powered platform designed for daily workflows of modern Customer Service teams. It simplifies how customer enquiries are tracked, prioritised and resolved across channels — saving time, enabling more informed decisions and reducing response times without adding complexity.
Centralised AI-powered inbox
All customer enquiries 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 prioritisation.
Knowledge management & suggested answers
Suggested responses are generated from business data and a centralised 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 ENQUIRIES
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 enquiries — helping organisations respond faster, reduce manual effort and deliver a more consistent experience.
CSR Synergy Agent Designed for Customer Service teams
- Helps prioritise and manage enquiries
- Reduces repetitive work and manual verification
- Assists with faster and more accurate responses
- Enables fewer, more proactive handling of high-impact enquiries
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 enquiry now. The time savings — particularly for our CSRs — is one of the biggest benefits.”
Customer enquiry management capabilities — built for B2B support operations
Esker Customer Enquiry Management is built on a centralised, 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, prioritisation and response assistance.
Centralised data & visibility
All enquiries 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 enquiry 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 enquiry management connects customer service to order-to-cash
Customer enquiry management structures how customer enquiries 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 enquiries.
Claims & Deductions Management
Identify potential disputes early and route enquiries to the right process to reduce resolution time.
Ready to transform your B2B customer enquiry management practices?
Esker Customer Enquiry Management software FAQs
What is customer enquiry management?
Customer enquiry management is the process of handling customer requests. It involves capturing, tracking and prioritising 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 enquiry management different from shared inboxes?
Unlike shared inboxes, customer enquiry management software provides centralised visibility, smart prioritisation and performance tracking. It helps B2B teams manage growing request volumes more efficiently and avoid lost or delayed cases.
Can AI handle complex customer enquiries?
Yes. AI can help with complex customer cases. In Esker’s case, it automates classification, prioritisation 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 enquiries?
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.