Customer Support Tool is a one of its kind application aimed at providing multiple people simultaneous access to customer support E-Mails. Inherently, E-Mails are not shared among people. To share an E-Mail, a person has to explicitly forward the E-Mail to others. Forwarding has many flaws like – no one knows who is going to reply to the customer. One person cannot forward mail if the volume of mails exceed a certain limit. Forwarding E-Mails creates bottlenecks.
Customer Support Tool pops E-Mails from the specified mail account(s) and converts them into news articles. Customer Support Tool automatically posts the news articles to specified newsgroup(s) within the local intranet. Since local newsgroup messages are visible to all authorized users, a group of people can handle the incoming customer support messages.
Before posting the mails to a newsgroup Customer Support Tool adds a tracking identifier to all the new mails. This helps in maintaining a proper threading of the messages on the newsgroup. Further E-Mails received with this tracking identifier are automatically posted under the same thread. Customer Support Tool can optionally send automatic replies to the customers.
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.
