The Issue: Email, the Neglected Channel
Despite the emergence of instant messaging and social media platforms, email continues to be a prominent mode of communication, particularly in sectors like BFSI, healthcare, and retail. According to a study by Statista, a staggering 367 billion emails are exchanged daily in 2024, with a significant portion pertaining to business matters.
Nevertheless, numerous contact centers still handle emails manually or with limited automation. Agents manually sort through emails, classify and direct them, and expend considerable time on responses – resulting in delayed replies, inconsistent solutions, and dissatisfied customers.
The consequence? Subpar customer satisfaction, elevated operational expenditures, and an overburdened workforce.
