Aceicol started this topic @ 15:04 on 18/11/2004
Hi All
We have an e-commerce site and are looking to have some online customer service software. The customer would never need see it as all enquiries/complaints/requests etc. come in via email and we are quite happy with that and prefer it.
What we would like is to be able to take the relevant emails and place them in a customer support software, that we can allocate it to a relevant member of staff and they can also close it when it has been dealt with.
We need to be able to do this over the Internet as we have people based in Italy as well as the UK.
Any help and advice is greatly appriciated.
Thanks
Alex
RE: Customer service software
ajcrockett | 22/11/2004 07:57 PM
Hi Alex,
It’s interesting that nobody has responded to this sooner.
Online Customer Service solutions are pet favourite of mine. Yes I admit it, I care dearly about my clients. I'd prefer to spend money on retaining existing clients by keeping them happy than finding new ones. Why.... well it’s about a third less expensive to retain a customer than it is to acquire a new one. I'm sure you could calculate this for your business.... it’s a well worth exercise.
So, as far as a solution is concerned. You could implement an extension to your present website which would enable you to receive emails from clients (existing and new clients also for any pre-sales dialogue) stating their issue, email address to respond to, the level of urgency/seriousness of problem, and importantly they can assign the message to a specific department.
You, from a management stand point have the benefit of information such as "Number of Issues per Day", "Time to Resolutions", "Number of unresolved issues", etc etc etc. You can then use this information to make better judgement within your business.
The options available to you are truly endless. Obviously some solutions will be within your budget, some will be outside. There is a solution out there for you and I would like to help you implement this.
I'd like to talk to you further about this. I'm sending you an email.
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