A customer visits your e-commerce site and browses several items for purchase. The customer has a question concerning shipping lead times and costs. The customer clicks on a "Contact Us" link or button from within your e-commerce site, and a custom form that mirrors your Web site's look and feel pops up. The customer enters his or her name and phone number, chooses "Shipping" from a pull-down menu of inquiry categories, types in his or her specific question, and submits the inquiry.

Upon submission, the Custom Response system automatically assigns an inquiry tracking ID, assigns the message to the correct mailbox, and immediately sends an e-mail response. If the customer has a unique question about shipping or simply needs more information, he or she can receive a more detailed response from a CSR simply by acknowledging the automated response. Custom Response then uses customized filters and routing tables to dispatch the inquiry to the most appropriate CSR.

Accessing Custom Response from within a web browser, the CSR chooses from an array of response templates in order to answer the inquiry, while customizing the response as needed. The personalized response is then sent to the customer.

The entire interaction with the customer is tracked in real-time. Web-based reports provide information on system performance, productivity, and e-mail traffic, and managers can effectively monitor CSR productivity and response metrics.

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