Messagemind, a provider of enterprise-class intelligent software that enhances organizational and individual performance, today launched Shared Mailbox Analyzer, a new product developed for mid to large size enterprises and government agencies that provide customer service via email.
Shared Mailbox Analyzer allows customer service departments to continue working within their familiar MS Outlook/Exchange environments while increasing their productivity and enhancing customer satisfaction.
"As dependency on email for customer service has been increasing, a number of our enterprise and government clients have been working with us to build a solution for shared mailboxes and customer service operations. Leveraging our patented and market-leading products, including email, Dynamic Prioritization, individual and group learning, as well as knowledge mining of enterprise communications, we have developed our Shared Mailbox Analyzer. We are pleased to report that our implementations are underway with some of the best global customer service organizations," said Manish Sood, CEO at Messagemind.
These organizations configure multiple mailboxes for capturing different types of service requests (example: send customer service (or sales inquiries) requests to firstname.lastname@example.org). A team of in-house or outsourced representatives are then required to access one or more of these mailboxes from within their individual MS Outlook inbox.
"Our clients were finding it difficult to increase their own productivity as well as measure how well they were meeting their customers' needs. These organizations face difficulty in measuring how productively they are meeting customer needs. While voice-based call center reporting technology is mature, we see customer service via email as a big technology gap and therefore a great market opportunity," Sood said.