eyemg.Respond Overview

• eyemg.Respond offers your customers an easy way to find relevant and up-to-date answers on your Web site. It not only provides answers, but also supporting documentation, product catalogs, images, movies, safety data sheets and more!
  
  
• Eyemg.Respond is configured to deliver a response date and time based upon your company's hours of operation, holiday schedule and desired hours to respond.
  
  
• Offer your customers one place where they can check the status of their questions, store helpful FAQS, or look at answers to previous questions.
  
  
• eyemg.Respond is ONE place where all incoming questions can be stored, managed and tracked. You can set up categories into which incoming questions can be sorted. Each category can be handled by a different set of customer service representatives. Eyemg.Respond will route and announce new questions to appropriate staff based upon these categories.
  
  
• Eyemg.Respond is a knowledge database... you can use it to answer customers’ questions. It works off one centralized Resource Library, where you can find images, brochures, data sheets, MSDS, or whatever you find useful for answering questions.
  
  
• Each customer service representative has their own question queue... a place where they can view new questions, work on their "in progress" questions or view completed questions.
  
  
• Eyemg.Respond offers the Customer Service Console, a place where your customer service representatives can look up customer account information, search the knowledge database for answers, check the status of a customer's question, or submit a question into the system for the customer.
  
  
• Eyemg.Respond can manage the workflow for all inbound questions to insure that requests are being responded to in a timely manner. If a request is sitting too long, it can send an alert based on the workflow you have set up.
  
  
• Eyemg.Respond has an integrated content management system, which allows you to create an entire customer service center on your Web site, displaying the edited and approved answers to questions asked by your customers. This customer service center can be branded with your company's look & feel, so it will be easily integrated with your existing site.
  
  
• Reporting tools let you see question statistics... how many questions were answered on time, which customer service representatives are delivering by the response date, and which categories are receiving the most questions ...and more.