Reply to customer emails.
As an administator, you can can claim, reply to and transfer email conversations,
Choose which email addresses to use for specific queues to be able to assign agents with the right skills to each. Just forward you company emails to Dixa.
As with any kind of conversation, once assigned to an agent, that agent can transfer an email to other colleagues.
Do your agents spend a lot of time cherry picking emails? We run first-in, first-out distribution for all kinds of conversations, email included. We've found that in the long term, this benefits your customers as each agent improves their skill and also don't waste time going through email inboxes. If an agent is unable to answer an email they can simply transfer it to a colleague. Finally, agents should only be part of queues that receive emails in their area of expertise.
Create a standard email template for your company, complete with individual signature and the visual identity you want.
Send auto replies to customers once they contact you. This greatly helps manage expectations and can also be used to increase self-service.
Create time-based triggers to automatically send emails to customers. For instance to let customers, who've had to wait longer than they would expect or would normally do, know that you haven't forgotten them.
Use Quick responses to reply to customers by email.