More Accessible Information
Faster Case Resolution
Reduced Support Agent Burnout
Increased Agent Productivity
Better Customer Engagement
Improved Service Experience
Here’s What You Can Do
Clean Case Comments and Attachments
Automate “email to case page” synchronization. When a customer emails, E2C Advance places the email text including the subject and attachments (if any) into the ‘Advance Case Comments’ section enabling greater visibility. You can also decide if you want to enable this for 1. Incoming Emails 2. Outgoing Emails 3. Both.
Handle Non-Customer Email
Select from four actions when you receive an email from non-customers: Don’t create a case; create a case, immediately close it, and notify the sender; create a case and add the person into the contacts’ list; or create a case and add the person into Leads.
Send Help with Confirmation Emails
Don’t make your customers wait. E2C Advance analyzes customer emails, identifies keywords, digs into your connected knowledge bases to find relevant articles, and shares those articles along with confirmation emails.
Prevent Email Looping
Improve support availability with E2C Advance. It springs into action when two servers find themselves stuck in an infinite loop of replies and counterreplies because of automated email exchanges.
Create Cases from Emails Forwarded by Employees
Create cases by the name of the original sender. When your employees forward a customer email to your support reps, E2C Advance creates a case in the customer’s name. You can also authorize email forwards based on the profile ID.
Notify People in To, CC, and BCC
Use the Advanced Case Comments Screen
Handle Multiple Case Attachments/Files
Configure and Customize Email Templates
Handle Responses to Closed Cases
Merge Duplicate Cases
Email to Case Advance Is Always Evolving
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