Customer Service

Improving Customer Service with Email

Friday, August 20th, 2010

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.

Tags: Ecommerce, QuickTip
Posted in Customer Service, How To | No Comments »

Our How-To Videos show you how to use some of the key elements of Email Manager.

Thursday, July 22nd, 2010

Want to learn more about eMail Manager? Our our How-To Videos show you how to use some of the key elements of eMail Manager and take your email management to the next level. Take a look at the unique tool set and features.

Review & Respond – Click Here
We give you a snapshot view of how users can review emails in folders and respond using two different scenarios.

Manage Email Efficiently- Click Here
View features such as quick navigation, email organization, bulk functionality and search standard. This will speed up your email management.

Administration- Click Here
Let us give you a detailed look at the administrative features, including user administration, standard replies, rules and reports.

If you’re a new customer then you’ll find the How-To Videos helpful in getting to know the Email Manager; if you’re just looking to see how Email Manager works they’re also great at simply showing you what makes it so different.

If you have any questions, please send us an email at support@ifmodules.com or call us at 877-848-1310.

Tags: Efficiency, Features, QuickTip
Posted in Customer Service, General, How To, Organizing Email | No Comments »

Reduce Your Average Email Response Time

Wednesday, July 7th, 2010

Today’s competitive marketplace is placing extraordinary demands upon customer service organizations, sales teams and call centers. Email management can be a challenge when you are dealing with a high volume of email from customers.

One way to successfully managing this influx of customer email is to reduce the average total email response time. This is the measure of how effectively your staff is replying to, or otherwise processing, email messages. For organizations that deal with a high volume of email, shaving time off the average total email response time is crucial and can save hundreds of thousands of dollars.

As email continues to grow in popularity as a primary means of communication, the challenge becomes managing the timeliness and quality of responses. Utilizing an email management solution that allows you to do this will dramatically improve the email effectiveness of any organization.

Tags: Customers, Efficiency, Features
Posted in Customer Service, Organizing Email, Sales | No Comments »

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