Acena offers fast, personalized email responses to its clients. Emails are routed automatically to the agent with the appropriate skill-set and training using a combination of intelligent routing filters and business rules.

With our skilled Customer Service Representatives and advanced email tools, we can get your customer the information they need quickly and efficiently. We can quickly integrate our email management tools into your site, and build a set of rules that will distribute customer email to the appropriate agent.

We work with our clients to build an exhaustive knowledge base and response templates. We insist that we be periodically updated about relevant business issues taken by the client to enable us to respond better to the customer. Our CSR's are taken through rigorous training sessions, which orient them to critical aspects of your business such as web site structure and key elements of customer service policies.

As the preferred electronic communication channel, e-mail volume continues to grow at a staggering pace. Keeping up with the volume, while also providing a high level of customer service, is becoming increasingly difficult. Acena e-mail management services incorporate proven methodologies to address both challenges.

Since each situation is unique, we offer different eResponse Service variables to address the specific needs of each organization.