International fashion retailer, Guess has selected nGenera Customer Interaction Management (CIM), to power its online interactions. nGen Email is the first online interaction channel Guess is deploying that has been designed to will enable it to quickly and accurately respond to the growing number of emails from customers and business partners.
International fashion retailer, Guess has selected nGenera Customer Interaction Management (CIM), to power its online interactions.
nGen Email is the first online interaction channel Guess is deploying that has been designed to will enable it to quickly and accurately respond to the growing number of emails from customers and business partners.
The selection of nGen Email is the first in a series of strategic initiatives Guess is planning to offer customers and business partners as multiple options for interacting online. After rigorous evaluation of technology options, Guess selected nGen Email because it is part of an integrated CIM suite that includes its Knowledgebase, Chat, CoBrowse, Click to Call, Phone and Community products.
The vendor said nGen Email will offer Guess an email management solution that agents can learn quickly and begin using immediately. Additionally it will meet the current needs while also scaling to meet future needs.
"We understand that the Gen Y generation prefers to interact online and finding the best customer interaction management solutions was very important to our strategy," said Mike Relich, chief information officer at Guess. "Genera CIM offered us the email management solution we needed immediately and options we wanted for adding additional interaction channels in the future."
Wade Pfeiffer, nGenera CIM general manager said: "According to a Jupiter Research article entitled, Justifying the Costs of Technology, ‘companies that deploy email automation systems are able to handle 54% more email inquiries per hour than those with customer built applications and 63% more than companies using business applications'."
www.ngenera.com/cim
