Email

The SmartReach Email feature helps you manage customer email interactions within the SmartReach platform efficiently for better digital relationships with your customers.

With Email, you can create and manage email campaigns quickly using the HTML editor, and personalize the email experience with custom sender names to represent your brand better. It also allows for real-time monitoring and reporting on email interactions, allowing you to track the performance of agents and make adjustments as needed.

The web-based interface for agents also includes features such as email routing, automated responses, and email templates, allowing them to handle customer email inquiries and resolve issues efficiently.

For information about the roles and permissions associated with Email, see the User Roles and Permissions section in the Product Documentation Library.

Features

Some of the features of the SmartReach Email are as follows:

• Campaign management: You can use a number of methods to launch and manage email campaigns within the SmartReach platform. The HTML email wizard allows structured content for a variety of business needs—ranging from account notifications, marketing collateral, confirmation messages, and experience feedback. You can create email campaigns using advanced segmentation tools, which allow you to focus your attention on strategy. You can schedule all of your email communication to occur during preferred times or sequence launches based on use cases. By utilizing key customer attributes, only specific campaigns are sent to your desired audience. All key email campaign metrics are provided to your team in real-time, so you can view important engagement metrics, such as open and click-through rates, following which emails can be segmented to each individual customer, and creating an email workflow based on previous results across channels. The SmartReach campaign-building technology also allows agents to move between email, voice, SMS, and other messaging channels from a single Agent Desktop.
• Two-way communication: Supporting two-way communication is an essential part of the SmartReach platform. With real-time email queue management, inbound emails are routed to the appropriate agents based on skill assessments. Queues and agent-to-agent message transfer ensure emails are properly routed. Conversations can occur in a combination of universal, team-based, as well as personal email queues. Additionally, any agent can send emails directly to customers as a follow-up to a call, reminder message, or even to resolve an issue via conversation. Email attachment management is included, enabling agents to exchange documents, pictures, or other relevant content with customers. Messaging dashboards provide complete visibility into digital operations, providing campaign-level statistics while displaying real-time inbound metrics associated with inbox performance, agent response times, and overall queue management.
  
• Channel preference management and compliance: Risk mitigation is key to any part of the SmartReach platform and this is especially important for email communication. SmartReach helps mitigate compliance risk exposure with alignment to CAN-SPAM regulation. Additionally, opt-outs help to manage an active blacklist of email addresses. This is achieved not only based on customer actions but also using repeat patterns in the email inbox behavior. This ensures that your organization preserves a healthy domain reputation. Robust email cleansing tools allow contact centers to avoid sending emails to the wrong email addresses and reduce bounce rates, which further maintains the email domain reputation.
  Along with a number of campaign-based compliance features, SmartReach offers a unique service for contact center agents to capture and manage customer consent: the double opt-in process. The double opt-in process for email ensures that an email address provided by a customer is recorded and confirmed by the customer through the email channel. This process ensures that your agents capture customer information with the explicit permission of the customer.
• Channel integration: Through SmartReach’s native Customer Relationship Management (CRM), the platform stores and links all conversations, regardless of the channel of origin, to the customer profile. This threading makes it possible for agents to view the history of interaction at any point through a single pane of glass. SmartReach’s centralized dashboard provides insight on not only email but the entire customer journey. The SmartReach CRM also tracks customer channel preferences, allowing you to designate the most appropriate method of communication. 
• Automation: Every organization might have a different strategy for email communication, be it encouraging self-service through reminder messages, promoting a product or service, or delivering service through an agent-assisted conversation. All of these methods lend themselves to an opportunity for optimization and automation. SmartReach supports different strategies through a combination of both marketing and transactional emails, enabling your organization to segment customers through attributes, prior actions, and preferences, in addition to the responsiveness metrics. SmartReach’s automation options can help to create personalized micro-strategies for any campaign at scale.

Benefits

You can use the SmartReach Email to:

• Personalize email engagement: You can build rich, marketing-style emails using an interactive and intuitive HTML editor and improve personalization by using custom sender names (the names that appear next to your email addresses).
• Communicate asynchronously: Unlike other channels that confine conversations with customers to sessions, email allows your customers to respond to agents at their convenience, leading to improved customer experiences.
• Understand performance: You can gain visibility into the interactions through email-specific or cross-channel reporting that helps you understand factors that affect other key performance indicators, such as the number of resolved email threads or the percentage of emails from which customers unsubscribed.

Unsupported File Formats 

When you attach files to Emails, the following file formats are not supported:

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