Problem Reading One or More Accounts

Posted on March 8, 2011 by Suzan Tucker

There is a NEW feature in the eMail Manager program to alert Administrators that one or more of the mail accounts are having a problem reading. The new message is displayed in the upper left hand of the application (in the logo area). An Administrator should review the Maintenance > Accounts area, which is a summary of the mail accounts entered into the program. The last column entitled “Last Read” will show the time in bold RED of the active account that has not read email for more than 1 hour. See Blog post, December 16th, 2010 Are you getting your email? Here is what you need to do: Continue reading →

Delegating is made easier with eMail Manager

Posted on March 3, 2011 by Suzan Tucker

Make delegating of work, where customer service email is involved, an effective process by using eMail Manager. Have a clear set of rules for employees to be able to follow a customer service email through to completion. In his Book on Leadership, Bob Lewis takes issue with the fact that employers do not always define clearly what “follow” entails, after all it takes “two” to do a good job of delegating. Continue reading →

Assigning Ownership to Emails

Posted on November 9, 2010 by Jodi Gaines Pereira

Often times in organizations where more than one user is answering emails from role-based accounts (info@, sales@), the concept of email ownership is often overlooked, which can leave email unattended. Doing something as simple as automatically (or randomly), assigning a name to an incoming email based on preset criteria, forces users to take ownership of an email from beginning to end. Continue reading →

Using Notes on eMail Manager

Posted on October 15, 2010 by Jodi Gaines Pereira

Use notes in eMail Manager to communicate with team members, especially if action needs to be taken or an activity outside an email (such as a phone call) has occurred. Users can also set reminders (e.g. Note says “Follow up with customer by Friday” and an alarm is set for that Friday). Here is how… Continue reading →

Get Email Support Ready for the Buying Season

Posted on October 5, 2010 by Jodi Gaines Pereira

The “buying season” is fast approaching and now is the time to get your email answering protocol in shape so that your staff can make the most out of their customer support time. Here is a quick checklist of things To Do to get your staff ready while using eMail Manager: Continue reading →