Boost the Efficiency of your Customer Service team with

Effective Email Management

Enhance Team productivity by keeping a track of all customer
communication, tickets, and contact management

WHAT IS ICE EMAIL?

ICE email management software is designed to boost the efficiency of your customer service team. Etech’s ICE Email tool automatically detects spam, distributes emails, and shows email history to track the complete customer communication.

PRODUCT TOUR

AUTOMATING CUSTOMER SERVICE BY OPTIMIZING THE SUPPORT PROCESS

ICE Email Management System avoids cluttering of emails in the inbox by streamlining your Customer Service. ICE Email is a single door entry for all customer concerns pertaining to support, sales, billing, technical assistance, inquiries, general concerns, etc.

REAL-TIME CHAT MONITORING

REAL-TIME EMAIL MONITORING

Monitor and guide your team on the go with real-time email monitoring.

CUSTOMER ACQUISITION SERVICE

OMNICHANNEL CUSTOMER ENGAGEMENT

Integrate & unify digital communication channels into a single, combined solution.

QUANTIFY COACHING

AUTO EMAILS DISTRIBUTION

Connect customers with the appropriate agent to handle their needs using skill-based routing

INTUITIVE DASHBOARDS

PREDEFINED EMAIL TEMPLATES

Save time on writing emails from scratch by utilizing custom, predefined email templates for ensuring quick responses to customers.

PROACTIVE CHAT MANAGEMENT

EMAIL ESCALATION

Agents can escalate emails to their supervisors whenever they need their attention or guidance.

MEASURE CONVERSIONS

EMAIL TO E-TICKET

Easily convert emails to e-tickets with a single click to ensure customer concerns are addressed on time.

CONTACT CENTER REPORTS & ANALYTICS

REPORTS & ANALYTICS

Monitor team or individual performance, keep track of SLAs, determine trends for E-tickets, and much more with actionable reports & analytics.

SELF-SERVICE AT A CLICK

ADVANCE KNOWLEDGEBASE INTEGRATION

Get quick answers to any challenges or receive guidance on setting up with advanced knowledgebase integration.

AUTOMATE ENTIRE SUPPORT WORKFLOW

CONTACT MANAGEMENT

Log and retain complete customer information, ticket history and get an overview of the entire customer service journey.

DELIVER OMNICHANNEL CUSTOMER EXPERIENCE BY INTEGRATING WITH ICE LIVE CHAT SOFTWARE

Simply integrate ICE Email Management Software with ICE Live Chat Software and interchange between different customer needs with a single click leading to:

CASE STUDY

HOW ETECH’S INTERACTION ANALYSIS HELPED CUSTOMER IN CALL REDUCTION, ENHANCE CUSTOMER SATISFACTION AND INCREASE IN OVERALL EFFICIENCY?

Identifying and improving what your customers love & hate about your brand is critical to driving amazing customer service experience as well as overall business success. To overcome competition, the brand was seeking a partner to identify insights from customer interactions. The Etech Insights team analyzed the interactions & determined the key drives responsible for customer effort, frustration, positive and negative customer sentiment. Going beyond, our team also recommended call flow examples and best practices to drive overall customer satisfaction.

Industry: Retail | Service: Quality Monitoring & Analytics

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ICE Email

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