E-Mail support suggestion: Difference between revisions
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# Create one e-mail address and give this a clear name like Support or RadiMationSupport. By doing so you can direct the e-mail flow in to one direction. Your customer can bookmark this address, and use this in future communication. | # Create one e-mail address and give this a clear name like Support or RadiMationSupport. By doing so you can direct the e-mail flow in to one direction. Your customer can bookmark this address, and use this in future communication. | ||
# Use the support e-mail account for sending e-mails to customers. Customers often reply to the e-mail you send from, 99.9% of e-mail users use the reply button. The e-mail comes back into your support box. | # Use the support e-mail account for sending e-mails to customers. Customers often reply to the e-mail you send from, 99.9% of e-mail users use the reply button. The e-mail comes back into your support box. | ||
# Keep your support inbox clean. If the inbox not clean then | # Keep your support inbox clean. If the inbox not clean then it is unclear what needs to be handled and what is handled. A good way of cleaning the inbox is creating folders in the inbox. Give the folders the same name as your customer, and store every e-mail conversation in this folder. Your support inbox may look something like this | ||
##Inbox | ##Inbox | ||
###customer A | ###customer A | ||
| Line 12: | Line 12: | ||
###customer C | ###customer C | ||
###customer D | ###customer D | ||
# Store all the e-mail | # Store all the e-mail send related to a customer in the customer folder. When there is a discussion about who send which e-mails, just open the customer folder and see the time line of e-mails. This makes it very easy to communicate with the customer because there is no need to spend hours figuring out the e-mail history. | ||
# Be consistent in your work. If an e-mail comes in and needs to be handled by the sales department, forward the e-mail and take the following actions: | # Be consistent in your work. If an e-mail comes in and needs to be handled by the sales department, forward the e-mail and take the following actions: | ||
##Store the original e-mail in the customer folder, because this is handle as it is delivered | ##Store the original e-mail in the customer folder, because this is handle as it is delivered to the right person. | ||
##Store the forwarded e-mail in the customer folder, by doing this your have recorded the action taken on this e-mail. | ##Store the forwarded e-mail in the customer folder, by doing this your have recorded the action taken on this e-mail. | ||
# Give more then one person access to the e-mail account. | # Give more then one person access to the e-mail account. The customer expects response in a reasonable time, if the person who is normally responsible is handling the e-mails is unavailable for a week. The support response time is then delayed to that week. If all persons work in the same way, it is very easy the read the e-mail history and give the customer the correct response. | ||
Revision as of 09:33, 4 February 2009
E-Mail support suggestion(s)
As communication with a customer is often done by e-mail it is very hard to keep the right people notified without sending everybody in the company e-mails.
The RadiMation® support team has got the same problems as to how do you manage this? This page contains suggestions of how you can structure the e-mail flow into the right direction.
- Create one e-mail address and give this a clear name like Support or RadiMationSupport. By doing so you can direct the e-mail flow in to one direction. Your customer can bookmark this address, and use this in future communication.
- Use the support e-mail account for sending e-mails to customers. Customers often reply to the e-mail you send from, 99.9% of e-mail users use the reply button. The e-mail comes back into your support box.
- Keep your support inbox clean. If the inbox not clean then it is unclear what needs to be handled and what is handled. A good way of cleaning the inbox is creating folders in the inbox. Give the folders the same name as your customer, and store every e-mail conversation in this folder. Your support inbox may look something like this
- Inbox
- customer A
- customer B
- customer C
- customer D
- Inbox
- Store all the e-mail send related to a customer in the customer folder. When there is a discussion about who send which e-mails, just open the customer folder and see the time line of e-mails. This makes it very easy to communicate with the customer because there is no need to spend hours figuring out the e-mail history.
- Be consistent in your work. If an e-mail comes in and needs to be handled by the sales department, forward the e-mail and take the following actions:
- Store the original e-mail in the customer folder, because this is handle as it is delivered to the right person.
- Store the forwarded e-mail in the customer folder, by doing this your have recorded the action taken on this e-mail.
- Give more then one person access to the e-mail account. The customer expects response in a reasonable time, if the person who is normally responsible is handling the e-mails is unavailable for a week. The support response time is then delayed to that week. If all persons work in the same way, it is very easy the read the e-mail history and give the customer the correct response.