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Multiple security roles
Customer service representatives are added to a permission
group with a certain level of privileges. Users are required
to authenticate themselves to the system. Each user may belong
to one or more permission groups.
Pre-response templates
By making use of pre-response templates stored in the system,
customer service representatives are able to instantaneously
respond to all inquiries.
Flexible Routing Rules
Customer service supervisors can easily modify inbound email
routing rules, ensuring that each inquiry is handled by the
most appropriate agent.
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 Gain
customers, Improve Customer Relationships!
MIME Decoding/ Encoding Support (Multipurpose
Internet Mail Extensions)
The system supports attachments, multipart messages, and HTML-based
messages, and correctly displays each message as intended
by the message sender.
Threaded conversation technology
This is a key feature that archives all inquiries in a customer's
history, thus ensuring accurate two-way communications and
driving down response time, while boosting customer satisfaction.
Internal notes
Customer service representatives can attach a note to each
message. The attached notes can be used to store information
about the progress of the problem resolution, the actions
taken, etc. The recipients never see the notes, which are
kept for internal use only.
Optimized full-text search engine
Agents can perform instantaneous searches of all archived
customer messages.
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Empowering
Reporting!
Message events
Track what users have viewed the message, which queues it
has been in, and more.
Response time
The customer supervisors can track employee and department
performance.
User statistics
View statistics for each individual user or show stats for
all users, such as the number of messages replied to, viewed,
or escalated, the processing time, and more.
Queues statistics
View statistics for each queue or show stats for all queues,
such as the number of incoming/outgoing messages, rates of
incoming/outgoing messages, and more.
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Reliability
and Flexibility!
Scalable 3-Tier Architecture
The machResponse system is built on the .NET architecture
which allows load-balancing of the middle-tier to enable the
system to scale its performance according to your company's
needs.
Web-based hosted solution
Lower administration costs and effective support for remote
customer service teams. We handle all backups, product upgrades,
and hardware resource allocation.
Quick and easy set-up
Quick deployment gets the system up and running in no time.
Our support team is ready to answer any question or concern
that you might have.
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Intuitive
and Customizable!
User-friendly interface
Achieve time-savings and cost advantages over your competitors
by taking advantage of the
easy-to-learn and user-friendly interface, designed to provide
quick response to your customers.
Easy integration with other CRM solutions
machResponse is easy to scale with the growth of your business.
Invest in the future by getting an application that can be
easily integrated with your other CRM solutions.
Customizable designs
We have incorporated various design customization options
that the merchant can easily operate to create the look and
feel that best fits his company's identity or pre-existing
image. NO HTML KNOWLEDGE REQUIRED.
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