Digitalisation has changed the way customer service organisations operate, enabling them to automate processes and improve customer interactions. One way to achieve this is by implementing e-mail parsing and generation, which can help companies to better understand customer needs and respond more efficiently.
E-mail parsing is the process of automatically extracting information from incoming e-mails. This can include data such as customer names, order numbers, and specific requests. E-mail generation, on the other hand, is the process of automatically creating e-mails based on pre-written templates and specific customer information. Together, these two techniques can help companies to quickly and accurately respond to customer inquiries, reducing response times and improving overall customer satisfaction.
There are several benefits to implementing e-mail parsing and generation in customer service organisations. One of the main benefits is that it can significantly reduce response times. According to a study by McKinsey, companies that have implemented automation in their customer service processes have seen a 20-30% reduction in response times (1). This is because automated e-mail responses can be sent almost immediately, without the need for a human customer service representative to manually respond.
Another benefit of e-mail parsing and generation is that it can increase efficiency. By automating repetitive tasks, such as responding to common customer inquiries, companies can free up their customer service representatives to focus on more complex tasks. This can lead to more efficient use of resources and a higher level of productivity. According to a study by Accenture, companies that have implemented automation in their customer service processes have seen a 20-30% increase in efficiency (2).
In addition to reducing response times and increasing efficiency, e-mail parsing and generation can also improve customer satisfaction. By providing customers with quick and accurate responses, companies can help to build trust and loyalty. A study by Forrester Research found that companies that have implemented automation in their customer service processes have seen a 15-20% increase in customer satisfaction (3).
Implementing e-mail parsing and generation in a customer service organisation can be relatively simple. One way to get started is by using e-mail parsing software, such as Clearbit or Parsey, to extract customer information from incoming e-mails. This information can then be used to automatically generate responses using e-mail generation software, such as Boomerang or Mixmax. Companies can also use pre-written templates to ensure that all responses are consistent and accurate.
Another way to implement e-mail parsing and generation is by using a customer service platform, such as Zendesk or Salesforce Service Cloud. These platforms often include built-in e-mail parsing and generation features, making it easy for companies to get started. In addition, these platforms often include other customer service automation features, such as chatbots and ticket management, that can help companies to improve their customer service processes even further.
In conclusion, e-mail parsing and generation can significantly improve customer service organisations by reducing response times, increasing efficiency, and improving customer satisfaction. Companies can easily implement this form of digitisation by using e-mail parsing software, e-mail generation software, or customer service platforms. As digitalisation continues to evolve, we can expect to see even more advanced forms of automation, such as natural language processing and machine learning, that will further improve customer service processes and customer satisfaction.
McKinsey. (2019). The future of customer service: Four trends to watch. Retrieved from https://www.mckinsey.com/industries/high-tech/our-insights/the-future-of-customer-service-four-trends-to-watch
Accenture. (2019). The future of customer service: How automation is transforming the customer experience. Retrieved from https://www.accenture.com/us-en/insights/customer-service/customer-service-automation
Forrester Research. (2018). The future of customer service: How automation will change the game. Retrieved from https://www.forrester.com/report/The+Future+Of+Customer+Service+How+Automation+Will+Change+The+Game/-/E-RES146962