Automotive

Software & IT

Finance
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.