Confused.com automates email handling

Financial Services aggregation site has implemented email management software to improve customer relationships and reduce email handling times by 60 per cent.

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The email management software, supplied by Eptica and implemented in June, generates automated email replies from customer enquiries.

The company has already rolled out the software's automatic reply feature, which has resulted in a 25 per cent reduction in repeat inbound emails. Confused.com will switch on an automated FAQ function in the next two months.

According to Confused.com IT director David Williams, the company had previously been using another email management system but found it too inflexible and lacking in multiple reply templates, management functionality and reporting features.

Williams said: "The marketplace is more competitive and there are certainly more aggregation sites than there were a year ago. By using this package, we feel we are providing better for customer requirements in email communication. That means more chance of a completed transaction."

Williams said the company would have found it difficult to cope with the volume of email responses it got following an email campaign around electricity pricing recently without the email management software in place.