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  4. » Essentials Engage

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Essentials Engage

Managing email enquiries from your inbox can be daunting, especially when using a shared mailbox or email alias for multiple users. Often, these lead to confusion as to whether the enquiry has been attended to, thus resulting in a delayed or even lack of response.

Essentials Engage (E.Engage) routes your incoming emails onto a single platform, providing visibility to new and work-in-progress enquiries. You can now delegate the follow-up to the right internal resources and trace the conversation history. It also works like a ticket support system that allows you to:

  • Assign follow-ups to the relevant parties (sales, billing, helpdesk) and track the status of each enquiry;
  • Record conversation trails for audit and reporting;
  • Manage outstanding, pending and resolved enquiries with an at-a-glance dashboard

E.Engage works great for both small and large businesses. Small businesses and entrepreneurs can use this centralised platform to digitalise their enquiry management process. For large organisations, the IT or operations teams can automate their incident ticketing within the company.

Singtel Essentials Engage Slideshare from Singtel myBusiness

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Jump to a section
  • Features
  • Benefits
  • Pricing
  • FAQ
  • Resources

Features

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Centralised mailbox to manage enquiries and feedback

  • Set up your current shared mailbox within clicks to E.Engage to collate enquiries
  • No more missing or unattended enquiries
  • Audit trail of new, pending and resolved enquiries.

Easy-to-use incident ticketing system for use within the organisation

  • Encourages self-service among employees within the organisation to log incidents for troubleshooting.
  • Customisable ticket categories and severity levels.
  • Allows attachments of up to 2MB.

Communicate internally before replying your customers or external parties

  • Add internal notes that are only visible to your employees to discuss on a certain inquiry before responding to it.
  • Assign the right parties to the ticket to get the inquiry sorted (e.g tickets regarding technical questions can be assigned to the technical team for further follow ups)

Organise, assign and track follow-ups easily

  • Every enquiry will have a status tracking – Open, Pending and Resolved.
  • Quick search and filter by name, email address, or ticket number.

Dashboard and overview of all enquiries

  • A status summary of all conversations helps you to prioritise the enquiries that are urgent.
  • Incidents can be sorted by date, status, priority and supporting officers.
  • A list of recent activities shows the latest status of each ticket conversation.
  • .csv files can be generated and downloaded for management reporting.

Use cases across the organisation

  • Customer support

A common issue is that emails sometimes get forgotten as there is no tagged status. With E.Engage, track and answer customer inquiries, and keep customers satisfied with timely responses.

  • Sales

Keep track of your sales by having the right people (eg. product specialist) in the conversation. E.Engage can be used as a lightweight customer relation management (CRM) tool to track the status of a sales process.

 

  • Operations

E.Engage can be used for operational tracking . If you have a system that sends and receives updates via email, forward the email to your E.Engage and it will be treated as a ticket. You can tag a status to the ticket, categorise and assign it to the parties involved.

  • IT Helpdesk

Similar to customer support, you can support your internal IT needs using E.Engage. Enable your organisation with a system that keeps track of their tickets issued or service requests. Employees can have their unique login ID to view records of their inquiries on the support portal.

Benefits

Simple to use
  • Easy-to-use interface with zero programming needed.
  • Trouble tickets, replies and internal notes organised clearly.
  • Reduced human error and up-to-date information, With historical data easily retrieved.
Security and control
  • Data is saved on an ISO-27001 certified secured data centre with encrypted network and 99.5% guaranteed SLA uptime.
  • No additional password needed - login with Microsoft.
  • Password and logout session policies for users.
Access anytime, anywhere
  • Accessible from any computer or mobile device.
  • Get notifications and replies directly via email.
More benefits of using Singtel SaaS apps
  • No upfront hardware investment

  • Automatic software updates

  • Pay only what you need

  • Access anytime, anywhere

  • Dedicated helpdesk support

  • One IT administrator dashboard

  • One login to multiple apps

  • One single bill

Pricing

E.Engage (2 Users)

FREE

Use it for free
Offer includes:
  • 50 tickets/enquiries per month

E.Engage (5 Users)

S$10/mth

Inclusive of GST

(U.P: $50/mth)

Buy Now
Offer includes:
  • 10,000 tickets/enquiries per month

Payment methods

Singtel business billing account

You can pay for the app's monthly subscription using your Singtel business billing account.

If you do not have a Singtel business billing account, you can contact us to get an account.

Learn more about payment methods

Frequently asked questions

Expand all

How does E.Engage work?

E.Engage has a default email address e.g. yourcompany@mail.engage.singtelmybusiness.com to collate your incoming enquiries. You can set up the email forwarding feature from the current mailbox that is receiving enquiries to E.Engage.

Can I download the enquiries?

Yes, currently you can download and export the reports in .csv format.

What type of user roles are there?

There are two roles that can be assigned within the company:
  • Administrator: This is usually the owner or team lead, whom wants to have visibility of all the enquiries.
  • Agent: Can only viewed enquiries assigned to him/her. Consists of mainly sales people or customer service officers who front the customers or external parties directly.

What happens when I reach my monthly usage quota?

New incoming enquiries will still be created and be visible on your dashboard. However, they will not be accessible. Once the plan has been upgraded with an increased quota, access to the enquiries will be granted.

Still have questions? Ask our helpdesk

Resources

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Have a question about this app? Our dedicated technical team is here to help.

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Choose your offer

E.Engage (2 Users)

FREE

Use it for free
Offer includes:
  • 50 tickets/enquiries per month

E.Engage (5 Users)

S$10/mth

Inclusive of GST

(U.P: $50/mth)

Buy Now
Offer includes:
  • 10,000 tickets/enquiries per month

Contact us

Have questions about this app? Send us a message and we will get in touch with you.

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Solve this simple math problem and enter the result. E.g. for 1+3, enter 4.

Need immediate help? Call our customer service team at 1606.

Our operating hours are:
Mon – Fri: 8am to 7pm; Sat: 8am to 6pm; (Closed on Sun & Public Holidays)

Step 1: Hold for English or Press 1 for Mandarin;
Step 2: Press 2 for Technical Assistance;
Step 3: Press 5 for Singtel myBusiness & SaaS Apps

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All fields marked * are required.

6 + 7 =
Solve this simple math problem and enter the result. E.g. for 1+3, enter 4.

Alternatively, you can call us at 1606.

Our operating hours are:
Mon – Fri: 8am to 7pm;
Sat: 8am to 6pm;
(Closed on Sun & Public Holidays)

Step 1: Hold for English or Press 1 for Mandarin;
Step 2: Press 2 for Technical Assistance;
Step 3: Press 5 for Singtel myBusiness & SaaS Apps

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About Singtel myBusiness

Singtel myBusiness is the largest one-stop portal and Software-as-a-Service (SaaS) marketplace for Small and Medium Enterprises in Singapore. It focuses on simplifying SME's ICT adoption journey, facilitating online collaboration and helps to deliver business advantages through SaaS productivity solutions.

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