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September 29, 1998


By CBR Staff Writer

Winfried Becker, a director of Dutch start-up Em@ilCo.NL, has provided further details of Q.mail, the email call center service the company has launched in its home country (CI No 3,504), with a roll-out scheduled for other major European markets. It works by Em@ilCo.NL mirroring its clients’ web sites, picking up their incoming emails and carrying out the correspondence prior to a sale of their products. For instance, for an insurance company receiving emails from prospective customers, Em@ilCo.NL will detect an incoming message, extract the personal details provided by the customer and pass them on to the insurer to make a quote. Then it will send the customer an email, containing a URL for a customized page on its own site with the insurer’s offer. That enables us to see whether the customer has opened the page, and if they don’t, we can follow up by phone, a further email, or a letter, then if he or she accepts the offer, we get back to the insurer with the confirmation, explained Becker. He sees applications for the service not only in companies selling to end consumers, like insurers, but also in business-to-business transactions, in which speed of response to email inquiries can win further orders.

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