Advanced Wellness Research
Relying on a call center for exclusive management of customer interactions is a thing of the past. The more efficient and often more effective way to serve an expectant customer base is through email.
That's exactly what Advanced Wellness Research, Inc. is doing. The health and wellness organization employees hundreds of customer service agents, and usually uses between 100-150 at a time to field inquiries, orders and questions. Email Center Pro harmonizes the flow of information, ensuring that messages are not duplicated or overlooked, and that service speed and accuracy are maintained.
"We're getting 2,000 emails or more on some days," said Meetu Singh, Customer Service Director for Advanced Wellness Research. "It's a good thing we have Email Center Pro for managing that."
And for managing the company's performance tracking. With so many agents working on email simultaneously, it is imperative for management to gain unimpeded visibility into work flow.
Using Email Center Pro's Analytics Package, Singh and company are able to look at the productivity of both the individual agent and the team as a whole. The resulting urgency and accountability this creates ends up benefitting Advanced Wellness' customers.
"It's important that we're able to track the performance of our team," Singh said. "It lets us know where we need to make adjustments to better meet our goals."
"Email Center Pro is one of the best tools for businesses on the market right now," continued Singh. "We wouldn't be as efficient without it."
