The Email Communications Viewer allows you to view all e-mail communications taking place between your organization and its correspondents. Using it, you can search for e-mail based on recipient, sender, tracking number and date. You can also view a message thread, i.e. see the incoming messages and answers for a particular tracking number.
In addition the Email Communications Viewer provides you with essential information, such as amount of received e-mail, average response time, and percentage of unanswered or outstanding mail. The reports will also allow you to compare the performance of different departments or employees and plot them against time.
With this information you will be able to determine:
· whether the amount of sales or support e-mail is satisfactory
· how much time is actually being spent on answering e-mail and how quickly it is done
· whether and when you need to expand or decrease staffing
· how effective your employees answer their e-mail
· whether your customer service is up to scratch
Besides monitoring your company's response time, you can also monitor your customer's e-mails. For example, you can measure which customers send how many e-mails, which could provide useful information for billing purposes.
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Using the Email Communications viewer