Effective e-mail management

CommonSense streamlines your e-mail handling - driving both quality and efficiency

CommonSense intercepts e-mails from your existing systems. Recording each as managed issue and assigning a unique tracking ID.

Automatic acknowledgement is available using flexible templates.

We acknowledge receipt, explain your service level standards and any other relevant sources of information such as your web site.

Every e-mail is first scanned for emotive language - indicating that you may want to give this e-mail personal attention.

When displayed to an advisor, these emotive phrases are highlighted in red - giving a visual warning to "handle with care".

CommonSense scans the e-mail to check for known issues. These have already been matched with best practice responses which can be sent automatically.

The email is logged, the response sent and the case closed without any user intervention.

The response can offer web feedback for the customer to rate the response or, if required, request further assistance.

E-mails are scanned to interpret the customers request.

CommonSense suggests the best responses based on the customers history and the email content.

This includes suggested replies, any additional questions to ask and relevant attachments with more detailed information.

Templates frequently include links to CommonSense web self service to maximise efficiency and help the customer with any follow up questions.

email efficiency and quality