Support | IFModules Email Management

Posts Tagged ‘Support’

Setting Up Time Specific Auto-Responders for Email

Monday, December 14th, 2009

Our company wants to set up an auto-responder to go out every Friday afternoon at 5pm. We’ve set up rules for auto responders, but we’ve always manually activated them. Is there a way to automate certain replies to go out weekly like that?

Yes. Auto-responders can be set up to be sent on certain days or times. By configuring a specific rule for a folder, you can identify times or days of the week and include an auto-responder. For example, you would set up a rule called Friday 5pm Auto-responder to send an auto-responder to customers requesting End of Week Discounts. You would select Match All Conditions and the Rule should have 3 parts to each condition. For this example, we would create 2 conditions as follows:

Condition 1 – Noun would be “Day Of Week”, the verb would be “equals”, and the predicate would be “5”

Condition 2 – Noun would be “Time”, the verb would be “between”, and the predicate would be “17:00:00 23:59:59”

For further details, please visit our help Wiki at:
http://help.ifmods.com/v4/help:maintenance#conditions

Tags: Admin, QuickTip, Support
Posted in General, How To | No Comments »

Managing Troubled Email with eMail Manager

Monday, September 14th, 2009

Every business is sometimes faced with customer care issues, complaints or negative feedback of some kind or another. It can be frustrating, and often difficult to manage. However, handling these issues promptly and judiciously can turn an angry customer into a loyal customer. To help eMail Manager customers identify, respond to and track these types of emails, we’ve listed some suggestions to help keep these emails from slipping between the cracks.

Create a rule that forwards email with specific keyword triggers (e.g. “complaint” “return” “negative feedback”) into an Urgent folder. If an email gets by the rule, make sure support staff knows to move it to the Urgent folder.
Create several standard replies that allows support staff to send a quick response while reviewing the issue (e.g. “We’ve received your complaint and want to assure you that we are giving the matter serious attention…”).
Depending on the issue, use categories and priorities to escalate the email. If necessary, forward the email to a manager or appropriate department for resolution.
Use Notes to set reminders for follow-up and to document exactly what has transpired (e.g. “Sent email to shipping to inquire about the delay… waiting for response”).
Never let an email go more than 24 hours before the first response or more than 48-72 hours before the second response (if necessary).
Once an issue is resolved, change the category or add references to identify recurring issues, so managers can run a report to quickly identify them.

In order for this to work, support staff trained in dealing with these issues should be assigned to Urgent folders and know to give them priority.

Tags: Admin, Support
Posted in Customer Service, How To, Organizing Email | No Comments »

eMail Manager with New eBay Integration Module

Friday, August 14th, 2009

We are excited to announce the eBay integration for Ask the Seller is now available to our customers. This new module interfaces with eBay to allow sellers to respond directly to buyers, which includes those buyers that choose to remain anonymous. Using the eBay trading API, sellers can receive and respond to messages buyers have posted about active item listings through the eBay message center. The API allows seamless threading of email messages with ebay messages. Heres how to set it up:

Easy Setup within eMail Manager:

1. First, go to Maintenance>Folders to add a new folder for the eBay account “eBay – Ask the Seller” Folder (to separate the email coming from your eBay email account)
2. Then, Maintenance>Accounts> Add new eBay account (Let us know if you do not see that button – it may need to be activated in your section)
3. Enter a description (Company Name eBay account)
4. Select “Force” into the new eBay folder, Click Update
5. Click “Get eBay Token” (code for account) This will open a new browser window, please follow the directions in the window.
6. Click “Open eBay Authorization Window”. Sign in to link your to eBay account. This step captures a piece of code to connect to the mailbox. Wait 30 seconds before clicking Update, then test to confirm you have a successful connection. All Unanswered emails, and those one day prior, from the eBay mailbox will begin to populate within a few minutes.

This eBay mailbox contains your “Ask the Seller” emails. eBay will also send notifications to your POP or IMAP account notifying you of system messages as well as the “Ask the Seller” emails. If eMail Manager is reading your POP or IMAP account, your “Ask the Seller” notifications will be read there as well and will be a duplicate email.

In that case, if you are an existing customer, please see the Help area on the application for the eBay – Duplicate Rule setup and conditions.

If you are a new customer, please activate the Rule already set up in your template, and apply it to the POP or IMAP account ONLY. You can then choose to Delete the duplicate emails OR move them to a designated folder (we recommend “eBay Duplicate email” folder). You can then browse and delete in that folder as you choose.

Please let us know if you have any questions or need help implementing the new feature. Email or call us 772-245-2009.

Tags: Admin, Support
Posted in General, How To, Organizing Email | No Comments »

Need To Include a Link in Your Email?

Friday, May 15th, 2009

Increase the effectiveness of your email with clear call to actions for customers, such as a link. Be sure to embed links in your email and duplicate them with text if using images or buttons to make them easy to click on. The eMail Manager HTML editor makes it easy. Here’s how:

While composing your email, simply click on the Insert/Edit link icon and add the URL address. The HTML editor will properly format the link for you and the advanced features will position the link within the text. To insert and link a graphic, click on the Insert/Edit Image icon, enter the address of the hosted image and the associated link URL.

This feature can also be used in eMail Manager Standard Replies.

Tags: Company, Support
Posted in General, How To | No Comments »

Business Email Habits – Hard to Break?

Friday, April 3rd, 2009

Changes in the way we identify problems, changes in the way we explore solutions, changes in the way we do business, changes in the way we look at things, even changes in eating – are all about habit changes. Google defines a habit as an “automatic pattern of behavior in reaction to a specific situation; may be inherited or acquired through frequent repetition.” Motivation and repetition seem to be the key factors in being successful in adopting a new habit or changing a pattern.

Experts agree that it really only takes about three to six weeks to form a new habit, according to a new survey done by Nestlé Pure Life. Breaking the “old habit” is easier than most realize. They suggest habit breakers positively reinforce their attempt at a habit change with reminders such as “I can make this work” or “This helps me do my job better.” It is sure to make a new habit stick!

What does this have to do with email management?
Most email users are more familiar with the functionality and aesthetics of Outlook, which in reality, is best used for individual email accounts. Team-based email management solutions are better suited for companies that manage role-based email (info@, sales@). It is hard to transition from the familiarity of one software application to another, but with simplified web-based tools, more efficient software options, and habit breaking methods in hand, making the switch becomes more about the “business” and less about “breaking a habit.”

Tags: Admin, Support
Posted in General | No Comments »

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