Great Email Management Software

We use Iterable to track email communications between our company and our customers. All automated correspondence our customers receive from us regarding their Accounts + orders is trackable via Iterable. Having the capacity to track this in Iterable is extremely important when determining how to handle an outreach from a customer. It provides us with documented proof of a correspondence which helps us with liability issues and helps us address claims made by customers. This provides us a foundation by which to confidently use our best discretion when interacting with customers and addressing tickets.

I am not in the department that creates and rolls out campaigns. I work in customer service, not in marketing. So I am not utilizing Iterable in the most superficial sense—not creating, testing, rolling out campaigns. However, Iterable does allow me to re-send emails to customers, send email campaigns to myself, view emails as a customer might, see previews of all different emails campaigns we have run, etc. This is all very useful for me.

Iterable allows me to delve deeper into the customer experience by seeing how a customer has interacted with our automated email correspondences. This allows me to deal with various different types of cases that will come up in customer tickets and resolve issues. I can investigate deeper into a ticket and use the granular data provided via Iterable to figure out various things or identify tech concerns, marketing concerns, etc. This all allows us to best address customer outreaches, resolve issues, and understand customer activity.