EMAIL – The Most Widely Used Digital Communication Channel
More than half of the world's population uses email, making it one of the leading methods of online correspondence and an essential communication channel for any business.
From customer service and marketing to lead generation and sales, email is the most commonly used digital channel for communicating with customers and partners.
- 89% of marketers rely on email marketing for generating new leads
- 80% of customers prefer salespeople to contact them via email
- 82% of personalized emails are opened by recipients
- 55% of consumers prefer email as a customer service channel
- 85% of marketers use email for B2B campaigns
- Salespeople spend 21% of their office time writing emails
- The ROI from cold emails is twice as high as the ROI from cold sales calls
- 59% of consumers say marketing emails influenced their purchasing decision
EMAIL and InfoServ CRM
As a Call Center, Helpdesk, and CRM solution, InfoServ unifies all key communication channels in one platform, and naturally, email is one of the core channels.
Regardless of which email provider you use, it can be integrated into the system using standard protocols – IMAP and SMTP. This way, you can communicate with your customers by email directly through InfoServ CRM, without the need for external applications, while having access to the complete correspondence history with each customer, automatically documented in their personal profile.
Email Management and Tracking
With InfoServ CRM, you manage both incoming and outgoing emails:
Incoming emails – With InfoServ CRM, you can track every email from the moment it enters the system, assign it to the right employee for handling, and follow its processing until it’s resolved. InfoServ CRM shows you which employee took responsibility for replying to the customer and how much time it took.
Outgoing emails (individual or mass email campaigns) – InfoServ CRM tracks how many outgoing emails were sent, how many were successfully delivered, and whether any failed. For greater convenience, your team can also use personalized email templates.
All sent and received emails, including their content and attachments, are stored alongside other customer activities (e.g., phone calls, Web Chat, Viber and Chatbot conversations, meetings) in the customer’s profile.
Main Use Cases of Email Integration in InfoServ CRM:
Efficient Inquiry Handling
Receiving and replying to inquiries, processing requests, providing information, and sending offers.
Targeted Mass Campaigns
For various purposes, with personalized messages, detailed segmentation, precise targeting, and full reporting.
Marketing Communications
Monthly newsletters, new products and services announcements, promotions and special offers, as well as invitations to conferences, trade shows, webinars, and other events.
Benefits of Email Integration in InfoServ CRM:
Full Communication History
Automatic documentation of the full communication history in the customer profile
Smart Email Routing
Distribution of incoming emails to the most suitable agents based on predefined rules
Email Tracking & Accountability
Traceability and accountability of both incoming and outgoing correspondence
Built-In Email Client
No need for an external email client (e.g., Outlook)
Automated Email Campaigns
Full automation of outbound campaigns with precisely selected target groups
Predefined Email Templates
Creation and sending of ready-to-use templates for newsletters, offers, and more
The Advantages of EMAIL
Take advantage of email integration in the system and communicate with your customers directly through InfoServ CRM – with easy and quick access, both on your computer and on the mobile app.
Distribute incoming emails to the most appropriate team members, track inquiry processing times, and monitor the performance of outgoing individual and mass emails for better campaign analysis and informed managerial decisions.
Request a demo to learn more about the email integration in InfoServ CRM and see firsthand how it can benefit your business.