E-mail has become the primary means to offer Web based assistance for your customers when matters do not require an immediate answer. Low cost, non-intrusive and anywhere anytime access, are some of the advantages of e-mail based communications.

At iSource, we employ a variety of tools that enable our agents to quickly and effectively answer your customer's e-mail in large volumes. Our ticketing system based e-mail management helps us to keep track of the series of follow-up correspondence, to build and update a knowledge base, and to ensure quick solutions to customers.

FAQs, where a database holds standard responses to frequently asked questions, are used as part of the agents response to ensure quick and standardized response. Our Customer Support Representatives are able to analyze and respond to your customer queries quickly and efficiently.

We provide a very reliable and flexible system that responds rapidly to customer queries. Our e-mail response services range from simple courtesy messages to expert system-driven responses to customer inquiries. The systems are designed to scan incoming messages and route them to the appropriate agent. Our agents are thoroughly trained and familiarized with the client's products and services. Use of online knowledge base for information helps provide immediate personalized responses to customer queries. Knowledge base of frequently asked questions and answers are created with clients' input. The knowledge bases are continually updated and improved based on our agents' interactions with customers.

Some of the services offered via e-mail response management are:            
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Chat Support            
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With the explosion of companies showcasing their products and services on the Internet, there are now several ways in which a Customer Contact Center can assist the web visitors with LIVE customer service.

When a web visitor seeks assistance, a reactive text chat session is initiated by clicking on a link. The customer support executive interacts with the web visitor, understands the requirements, resolves the query and closes the interaction. Alternately, based on the requirements and on pre-defined parameters, the customer support executive could also trigger a proactive chat session with the web visitor. Power tools like Page Pushing and Web Linking helps the customer support executive to deliver precise solutions to the web visitors, with a reactive or proactive mode of collaboration.

iSource Internet chat service offers you a number of advantages due to the immediacy of the interaction and the ability of well trained agents to react to individual circumstances. When customers are interacting with your web site they can be offered the option to communicate with a live agent via text chat. iSource offers chat support services to augment your web site and strengthen your web based customer interaction.

Customer support executives can help            
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The advantages of web enabled customer interaction:            
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Internet Chat support is ideal for:            
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