Customer Support Tool A handy email manager application for your business
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Customer Support Tool Tags

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Customer Support Tool Description

With the right technology tools, loyal customers are not a happy accident created when an exceptional customer support representative, salesperson or product developer intuitively responds to a customer need. After a decade of its introduction, internet and electronic communication have become the backbone of every business. E-Mail is increasingly preferred over other modes of communication because of its inherent simplicity and high speed. According to a popular survey, over 160 million people in the United States alone have home internet access. The number is rapidly growing in all countries across the world. With internet as a medium, more and more people today can browse online and buy products. At the same time, people also expect support and service for the products they buy. Any business offering products and services on the internet must also provide necessary customer support. Customer Support is not an option! Customer Support can be the single strongest weapon you have as a business to ensure that customers become and remain loyal. Main features: Efficient handling of customer support E-Mails: The tool downloads all the mails from the configured E-Mail accounts and posts them onto the specified newsgroups thus avoiding the manual intervention required in forwarding the E-Mails to a group of people. It also attaches a unique tracking identifier to E-Mails which helps in referencing them. Delegation of customer support activity: Since mails are automatically pulled out and posted on the newsgroup the task of replying to those mails can be delegated to a group of people. Tracking of customer responses: Every E-Mail that is popped by the tool is attached with a unique tracking number. If the same customer replies with the same tracking number the query will be threaded under the earlier post. Hence it is easy to track the customer queries and support responses. Exposes customer issues to all the employees: Since a newsgroup can be made accessible to all employees, an organization will be sensitive to customer issues. Provides a central repository to all queries: A newsgroup on the local intranet acts like a centralized repository to all customer queries. Customer queries will not remain hidden in someone’s mail box. Categorizing queries based on products or issues: A company may have several products that are unrelated. Each of the products may have exclusive development and support teams. Each product may have distinct E-Mail address for customers to interact. This can be configured into the Customer Support Tool, so that individual product queries will be posted onto seperate newsgroups. This will help in automatic sorting of issues. Customer support becomes a group activity: Since a newsgroup is accessible to many people, the support becomes a group activity. The people responsible for support can discuss and answer the queries. Database free design: The tool eliminates the need for using any of the proprietery database software, by storing customer queries in the newsgroups. Thus avoiding need for buying costly database software. Robustness During various levels of stress testing that were carried on this tool, it successfully handled more than 10,000 E-mails in a single day.

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