Email Analytics Powered By Xdroid

Customers want to use their contact channel of choice to communicate with brands and service providers. Even though telephony and email are still top of that list, other channels like web chat and text messaging are on the rise. Which is why contact centers are increasingly omni-channel.

Email Analytics Powered By Xdroid

Customers today, want to be able to use the communication channel of their choice to communicate to their brands or service providers, and even though today telephony and email are still on the top of that list, other channels like web chat and text messages are on the rise as well. Hence, the contact center of today is an Omni-Channel contact center.

Email Analytics Customer Touch Point

In most cases, to get in touch with customer service via email, a generic email box like support@company.com or service@company.com is used.

This way emails with lots of different topics and issues, requiring different levels of attention from an expertise and urgency point of view, all end up in the same inbox. It comes down to manually going through every email or, in its simplest automated form, forwarding emails based on the subject line information.

Because manual categorization is labour intensive and not the most efficient, Xdroid developed EmailAnalytics to automate the analysis and routing of emails coming into the contact center.

Text Analytics analyses the content of the email to extract key topics, places, brands and persons in addition to the sentiment of the email through identification and analysis of positive and negative words, phrases and opinions.

Email Analytics Customer Touch Point
Email Analytics Customer Touch Point

Email Analytics allows users to define rules for routing emails to particular mailboxes. These rules are a combination of criteria for the various elements of the Text Analytics results. This way, an email that has a very negative overall opinion score and contains the words “cancel and contract” can be immediately forwarded to the team that handles complaints (see screenshot) while a simple positive “Thank you” email does not need any further processing.

Email Analytics Customer Touch Point

This is how Email Analytics contributes to cost reduction and increased customer experience for customers interacting via email with today’s contact centers!

We strive to make our clients happy

We strive to make our clients happy

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