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Automotive
Improve your response time
Log and track complaints
Invite 3rd party collaborators
Analyse what causes complaints
Assign and track costs
Software & IT
AI response tools
Create incidents from received emails
Assign actions and costs to incidents
Group your threads by 'Company'
Track performance against SLAs
Finance
Embedded contact form on your website
Track customer claims
Store custom fields against claims
Invite UNLIMITED users to complete actions
Financial reports of costs
FEATURES
Emson Product Features
Discover the powerful features that make Emson the complete customer service and case management platform.
Shared inbox:
Manage all your customer conversations in one place, accessible by your whole team.
Ticketing:
Organise, track, and resolve customer issues efficiently with a robust ticketing system.
Collaboration:
Work together on cases with internal notes and assignments.
Custom fields:
Capture the information that matters most to your business with customisable fields.
Auto responses:
Instantly acknowledge new messages and resolutions with automated replies.
New message: Send an immediate confirmation when a new message is received.
Resolved: Notify customers automatically when their case is resolved.
Auto responses per case type: Tailor auto responses based on the type of enquiry.
Response templates:
Save time and ensure consistency with reusable response templates.
Embedded contact form:
Easily add a contact form to your website and receive submissions directly in Emson.
AI summarising:
Let AI generate concise summaries of conversations and cases.
AI sentiment analysis:
Automatically detect the tone and sentiment of customer messages.
Response and resolution targets:
Set and monitor targets for response and resolution times.
Action requests:
Assign and track actions required to resolve cases.
Unactioned chasing: Automatically remind team members about outstanding actions. Escalate to managers if not completed on time.
External action request: Request actions from people outside your organisation and track their completion.
Global search:
Instantly find any case, message, or customer with powerful search.
Complaint Management:
Track, resolve, and report on complaints with dedicated tools.
Cost recording: Record costs associated with complaint resolution.
Cost approval with auto approval limits: Streamline approvals with configurable limits.
Risk scoring: Assess and prioritise complaints based on risk levels.
Root cause analysis: Identify and analyse the underlying causes of complaints.
Lead Management:
Capture and manage sales leads within your workflow.
Potential revenue recording: Track potential revenue from each lead.
Lead source recording: Record where leads come from in order to make better marketing decisions
Incident Management:
Log, track, and resolve incidents efficiently.
Task Management:
Log and schedule tasks effectively.
Reporting:
Gain insights with comprehensive reports.
Costs: Analyse costs across cases and complaints.
Root cause breakdown: Visualise and understand the main causes of issues.
Lead acquisition: Visulaise where leads are coming from to make better marketing choices.
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