Learn how, in the current culture of an amplified customer experience, Esker’s Customer Enquiry Management solution is an essential digital assistant for the shared inbox.
Customers are the life blood of every business, which is something we very much believe in, here at Esker. In fact, customer satisfaction is a part of our company philosophy. Our Customer Experience (CX) Team are key in making our customers feel Valued, Understood and Engaged.
A Change in Consumer Attitudes
The pandemic served to not only accelerate underlying customer service trends in a matter of weeks, it was also a catalyst for many B2C consumers — 50% to be precise1 — to hit the reset button on their purpose and priorities. This rapid shift in perspective not only affected their personal experiences (i.e., B2C), it also informed their professional ones (i.e., B2B). For example, speed, personal connection and digital competency are no longer hoped for when making purchasing decisions, they’re expected. These examples say it all:
- Approximately 3 in 4 younger B2B customers (i.e., Millennials and Gen Z) are willing to pay a premium for proactive and predictive customer support2.
- A 2021 study revealed that B2B customers are 37% more likely to purchase more from companies that listen and incorporate service feedback3.
- A paltry 17% of companies claim their digital experience (DX) is ahead of customer expectations, while 24% state their DX is lagging behind modern expectations4.
Having worked with 50% of our customers for over 10 years, Esker appreciates that our customers want to ensure that their own customers are satisfied with the service they receive.
Esker’s Customer Enquiry Management Solution is a digital assistant for the customer service inbox
Esker’s Customer Enquiry Management solution works using our AI engine, classifying emails into different categories such as pricing query, availability, status request and product questions specific to each customer. It will then route these enquiries by email to the relevant person or department. It provides a dashboard displaying KPI’s such as enquiries by category, enquiries by customer, enquiries by date, and trend analysis for items such as price requests. The Customer Enquiry Management solution also integrates with our Order Management solution, routing orders to that solution from the customer service email inbox.
Address Enquiries Faster – No more messy inbox folders! Classify, route & answer customer requests quickly & accurately thanks to automation & AI-driven technology.
Build Better Relationships – Give your customers what they expect — a quick, consistent & helpful response. The end result? They keep doing business with you!
Be Proactive, Not Reactive – From strategic response & routing to real-time KPIs, Esker equips your team with the tools needed to provide a more proactive, personalised CX.
One of our customers, Palmer Holland, are growing rapidly, and recognised that 4 hours a day spent going through customer enquiry emails was not sustainable. Palmer Holland wanted to maintain their growth and develop further growth, but without having to grow headcount, and so decided to automate with Esker’s Customer Enquiry Management solution.
Palmer Holland has seen transformation benefits that are contributing to significant time savings and helping to propel company growth. After automating customer enquiries, routing emails now only takes four hours a week, as opposed to four hours a day. This can be attributed to the fact that Esker’s quick-learning AI Engine is classifying enquiries correctly over 90% of the time.
Aiza Toor, Customer Service Manager at Palmer Holland, said, “It takes maybe a second or two to validate an enquiry now. The time savings is one of the biggest benefits.”
Investing in the Customer Experience
So why spend money automating when costs are rising in so many areas? It is a good question, but we need to go back to the start and remember that customers are the life blood of a business. Reputation can easily be damaged with poor customer service, so improving the customer experience should ensure that you are retaining those customers and therefore increasing revenues. Rather than triaging email enquiries, CSR’s can spend their time more effectively addressing customers enquiries faster. Also, by analysing customer enquiries, areas for improvement can be identified quicker.
You can read more about Esker’s Customer Enquiry Management solution on our website or in our new eBook.
Alternatively, do get in touch and I’d be very happy to provide you with a demo.
1. Accenture, Life Reimagined: Mapping the motivations that matter for todays’ consumers. 2021.
2. Accenture, End-to-Endless Customer Service Research. 2021.
3. Accenture, End-to-Endless Customer Service Research. 2021.
4. Adobe and Econsultancy, 2022 Digital Trends: B2B in Focus. 2022
