Email under control

Now an email solution that helps you answer the question

Emails are a great way to communicate but it's easy to be caught in email chaos.

CommonSense Email works with your existing email servers - but with extra intelligence bringing emails under control.

Ideal for tracking and managing customer enquiries, sales information and support, it tracks, routes and helps you reply to every enquiry.

Finding the right person

CommonSense listens to your key email mail boxes. Every new message is checked, categorised and routed to the appropriate team.

Customers receive an automatic acknowledgement which is branded by mail box to give an instant response.

Every email is recorded with a unique reference and prioritised using your rules to calculate a target response time.

Helping you reply

CommonSense understands that an email isn't an isolated document so when you open the email it shows you the context of the email.

If you know the customer, CommonSense shows you their background, previous communications and purchase history.

It scans the email looking for key words and phrases to help identify the core need. These are matched to the knowledge base to suggest the best practice responses.

You can pick from these responses or create an ad hoc reply, add documents and links suggested and reply to the customer in seconds.

Multi-channel

The same tools are available for phone calls, letters, faxes and SMS allowing you to support all communications channels from the same place.

Swap channels to give the best performance, for example change a complex explanation on the phone to a quick emailed "how to" guide.

Performance Analytics

CommonSense Analytics tracks every communication inbound and outbound to give you a 360° view of your customer interactions.

You can count and analyse interactions by any criteria to monitor performance and quality.