That “time of year” is fast approaching when anyone selling a product online for the holiday season are rushing to prepare.  Your online store may be ready and your marketing strategy might be in place, but what about your email customer support? Here are some general tips to help improve response times and ensure that your customers remain happy and loyal after a purchase:

• Create Auto-responders, such as “We received your request.”
• Create a Standard Replies database for consistent, efficient and credible responses. Be sure responses accurately address your customers question and avoid being too broad.
• Add internal informational notes as reminders so users know when and how to follow up further with customers.
• Identify potential issues or upselling opportunities and assign categories, add notes, escalate the status of the email and move to appropriate folder for action.