High Volume Case Responder

Well Thought out and Perfect for High Volume

High Volume Case Responder is a very well thought out app for the Service Cloud. The persistence of not having to switch to another screen really makes a difference in agent productivity. The autocomplete (search as you type), drag-and-drop, and keyboard shortcut features are really impressive. Emailing is incredible! Overall, the user interface looks really clean and is more intuitive than standard layouts (not overwhelming), making training a lot easier for new/less technical users. They can focus on learning how to get their job done instead of learning the many different mechanics within Salesforce. This is a dream come true for sfdc admins and managers. Finally, the app works seamlessly with the Service Cloud Console, which is important because our support team loves it. There is a lot of value in this app, and I would highly recommend.

High Volume Case Responder does exactly that for Monoprice.com

At Monoprice.com we chose High Volume Case Responder because it gave us the tools to scale our business without increasing costs for new employees. Stone Cobra's Apps that are natively built on the Service Cloud, make it faster and easier for our agents to respond to emails, cutting the time it used to take. Now our agents respond to more emails and web questions in less time. The Email Templates and Snippets make it fast for the agent to create the email, while the Case Disposition Buttons make it one click for the agent to finish the case versus several clicks. Stone Cobra's instant integration with Salesforce Knowledge enables Monoprice.com to implement Knowledge Centered Support (KCS) methodologies that we could not do with other solutions. Based on our experience with this Stone Cobra App, we are excited to start using other Stone Cobra Apps like Problem Management, Agent Productivity Tools and Advanced Case Management.

Makes Communication on Cases a Snap

Game changer in the support and services arena when it comes to responding to high volumes of email. The ease of use with the templates and snippets allows agents to quickly and accurately respond to customers. This, blended with the knowledge search and easy drag/drop of the article link for inclusion in the email, leads to much faster case resolution.

Awesome Product

We recently installed the Rapid Response Email app into our test environment, and the application has been incredible! This was our first app install and the support team was quick to respond and help us overcome any issues we had. The case communication timeline is worth the price of the app all by itself! Get this app!!

Intuitive! Powerful! Great app!

I love the easy access to e-mail templates/auto-complete drop down menu, while on the same screen as the e-mail itself. The ability to search the knowledge base while still working within an e-mail and the drag and drop function for search results are incredibly efficient features. The tracking feature of e-mail traffic and notes/activities is a great method for providing insight into time/energy resources utilized for each incident. The visual aspect provides an instant representation of the status of the incident, allowing for quick decision-making on the most effective next steps for resolving the incident. Overall, the app is very intuitive, efficient, and provides a great record for tracking purposes.

Innovation, Efficiency, Integration

Often, in web applications, you must leave the page to perform other tasks, but in this case you don’t even need to refresh the page. In comparison to the in-house web-based email system I was working on earlier today, which required full-page refreshes and constantly took me off the page, this provides a much smoother user experience. In addition, I really like the seamless integration between the communications application and the knowledge base. Everything is at your fingertips, and it’s ridiculously easy to access information and include it in the email. Colors are also used to great effect - they are bright enough to be eye-catching without being garish. As for the timeline and the ability to preview – that’s just plain cool. It provides a quick snapshot so you can quickly get up to speed on past correspondence. Very innovative.

This App is What Every Company Needs!

Stone Cobra's rapid response email seems just what every company needs. Its user friendly design is essential in minimizing new hire training time. Its integration with a comprehensive knowledge centered support system that is capable of easily attaching any given case is not only unprecedented but essential to providing a professional and rapid turnaround timeline. This among other features helps to make Rapid Response Email a consistent support structure across an organization. Stone Cobra's Rapid Response Email application is an extremely customer centered product making it a must have in any organization wishing to stand-out in these very competitive times.

Some great new tools...

The first thing I notice is how concise the interface is. There's lots of density to the data, but it's presented in a way that's not overwhelming. The timeline, in particular, is great! It almost seems like the next evolution/killer feature for an email client. Physically seeing how the conversations happen and when is very valuable. In my industry it's important to distinguish not just what the information was, but when certain information was provided. I also notice I don't need to leave the page at all to do anything. For web apps in general, whenever you need to leave a page, finding the spot you were on before breaks your train of thought. Oh, and the Ninjas are awesome.

Our Customers are Loving Us!

Rapid Response Email is a very cool app! The abililty to quickly work through emails to more readily give relief to customers is a real time saver and improves C-Sat scores.

Practical and useful!

To resolve both high and low severity support needs, an increasing number of customers now rely on technical support via email; and, in most cases submitting their initial requests/tickets through a form of email interaction—hence the need for a tool that helps company support agents efficiently manage and fulfill these customer requests. Agents need convenient centralized resources at their disposal for rapid resolution and increased productivity. Rapid Response Email appears to do just that. With a clean and friendly interface, it incorporates very useful conveniences such as a dynamic knowledgebase, integrated templates and related snippets based on a word or phrase; drag and drop support documentation; and a communication timeline on each ticket, that readily facilities team assistance if a ticket must be escalated or delegated.