Companies and businesses must offer delightful customer service experiences to gain a competitive advantage in today’s competitive market. However, many companies and businesses face a challenge in offering quality customer services experience. This is where Nexcom comes in with its deep knowledge of customer service management.

eTray by Nexcom offers a smart workflow management platform that allows your business to offer better customer service and create delightful customer experiences. Keep reading to learn about the eTray platform.

How does eTray Work?

The eTray platform uses efficient and simple procedures so that all customer requests are quickly and correctly resolved.

1.    Receiving Customers Inquiries

The eTray platform allows customers to interact with your company through various channels. These channels include web forms, social media, letters and faxes, chats, text messages, and email. Incorporating all these communication channels allows customers to choose their most preferred channels.

2.    Analyzing Customer Inquiries

The eTray platform analyses all incoming correspondence based on specific keywords that the platform recognizes. Such keywords may include the inquiry’s subject, case ID, customer number, address, or contact information. The platform can automatically route the inquiry to the most relevant person or team to handle the inquiry by analyzing the message.

3.    Assigning Inquiries

eTray automatically assigns each inquiry to the staff with the best experience and skills in handling the case correctly. As a result, each customer query is resolved quickly and correctly. Customers are delighted with such a quick response, and the experience makes them feel at ease to contact the company whenever they need assistance.

4.    Storing Inquiries

The platform stores the original message and links any subsequent inquiry related to the message back to it. This procedure creates a case file that makes it easy for your staff to retrieve the original message. Furthermore, the staff can have a full overview and history of all interactions with clients. The file is also allocated a case ID number, which makes it easier to retrieve.

Benefits of the eTray platform by Nexcom

1.    Reporting and Analysis

eTray can generate real-time reports that show an overview of tasks. These reports are essential for the management and will contain data such as the average handling time of a request, traffic of incoming inquiries, and the status of the inquiries. In addition, the reports provide crucial information in job assessment and in determining what areas need improvement.

2.    Sharing Data and Information

The platforms also allow both your customers and staff to interact efficiently and quickly. Customers can ask for assistance through multiple channels and staff can quickly respond to the inquiry. Staff members can also consult and assist each other through the platform.

3.    Integration

eTray can easily integrate with other systems and platforms. Such integration allows the platform to collect data from other systems and platforms. In addition, the eTray platform can as well share its own data with the other systems and platforms.

For Example, eTray can get data from a sales system and use the data in customer interaction.

4.    Automation of Tasks

The eTray platform can automate a wide variety of tasks. With manual systems becoming less efficient because of their time, capital, and human resource needs, a lot of companies are moving towards automation.

In addition, the benefits of automation outweigh manual tasks by far. The eTray platform by Nexcom allows you to enjoy the benefits of automation by automating a wide range of tasks. The automation process also simplifies complex and cumbersome processes.

5.    Increased Efficiency

The eTray platform saves money, time, and effort. The platform streamlines work processes and procedures, allowing your customer service agents to increase their daily performance. The platform also automates repetitive routine tasks, allowing staff to concentrate on more demanding tasks.

6.    Easy Setup

Setting up eTray within your company is an easy process that takes just a few days.

Conclusion

Many companies are seeking to improve their customer service. Automating this service can lead to a lot of benefits for your company. The eTray platform by Nexcom can help you offer better customer service experiences to both your staff and customers.