Managing and reducing the influx of customer emails

We conducted a root cause analysis on more than 50,000 emails over a six-month period, mining keywords from the subject lines and main body content to help categorise and index them. Once key themes had been identified, we drilled down further into the email categories and sub-categories. We created intelligent markers, analysing urgency, importance, and sentiment, as well as who sent and received the email. This rich insight enabled us to develop strategies that accurately responded to customer queries in the timescale, manner and process that were most appropriate, and helped us to signpost specific issues within the client’s business that could be improved by directing resources where they were needed. This also enabled us to shed light on what was working well for the client, highlighting happy customers and helping to address more problematic areas. Artificial intelligence and automated communications are now being woven into the solution to deliver further performance and customer experience benefits.