Customer Support from your Inbox
Impel empowers your support team with the ability to track and resolve tickets smartly. Email-to-ticket automation, email responses within the tickets and in-app conversation between support team members, make your support team super-productive.
With Impel's integrated Email to Ticket solution, you can:
- Automatically convert incoming emails to your company's support email ID into tickets within Impel. Auto generate ticket numbers in pre-defined formats
- Respond to customer tickets directly via email. Responses go out from YOUR support email-ID for better branding
- All emails with the same ticket number in the Subject of the email, get tagged to the same ticket
- Auto assign tickets to agents based on YOUR rules
- Review other recent tickets from the same customer, for smarter customer support
- Set up branded template emails that go out to the customer upon ticket creation, closure
- Engage with other people in your support team through Comments to get the best possible solution for your customer
- Keep your support consistent, whether tickets come in via phone calls, email or through the web. Push tickets received via email through your normal ticket assignment workflow rules
- Your call center becomes multi-channel - Calls, Emails, SMSs, app Chats, Web chats all within one integrated system
- Give your support team members the same notifications and alerts regardless of how the ticket was received.
- Reduce customer service costs by enabling your team to deal with larger number of tickets
- Dramatically improve quality and speed of customer service
- Engage with your customers easily in a medium that they are comfortable with
- Enhance your brand image with templatized auto-response emails from your own support ID, regardless of who physically responds to the ticket
- Combine knowledge from multiple support people to provide an outstanding solution to your customer.