| E-mail Tracking for Outlook Hi Everyone,
I have been using Outlook now for about 10 years to respond to e-mails from our customers. We get about 300 per day. This is through the use of rules, quick parts etc. In short, I am using all the tools available in Outlook and it actually has been working very well.
The problem I am encountering is that when an e-mail is forwarded internally to other areas, I dont have a way of knowing if they responded or not. Whenever we receive complaints from someone indicating no response was received, it ends up being an e-mail forwarded to another area.
We have already attempted to resolve this issue from a training perspective but I would much rather have a technical solution in place. In fact, I have been given the task to resolve this through technology. Do you guys know of any way of tracking e-mail internally and reporting on them as well? Any software?
We are looking at purchasing e-mail management software from some of the big vender’s but I find that it is a loose fit besides the obscene high cost.
Thanks |
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 BranoI hate VogonsPremium,MVM
join:2002-06-25
Burlington, ON
kudos:3
 ·Bell Fibe
| You're using wrong tool for the job. What you need is ticketing (help desk) system.
Here's a recent thread on this topic, if you search there are many more »Help Desk Ticketing Software & Accounting Software |
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2 edits | Thanks for the info. Just to confirm, I am talking about customer service types of inquiries. Related more to banking questions or general inquiries through our website or online banking. I normally associate ticketing systems with relating to tech support or help desk. Would this still apply? We use ZenDesk internally for tech support requests.
When I say e-mail management, I am talking more about venders like eGain, RightNow, Kana, Avaya etc.
»www.egain.com/products/email_management.asp
»www.rightnow.com/cx-suite-email-···ment.php
»www.kana.com/customer-service/em···stem.php |
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 DarkLogixPremium
join:2008-10-23
Baytown, TX
kudos:3 | Sure tech support is a type of service inquirie so a customer service handleing method could be very similer |
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4 edits | I realize I was vague in my initial post. While we respond to 300 or so e-mails each day, we actually manage well over 14,000 each month through the use of rules and forwarding to other areas or divisions. We have account alerts and notifications which all go out from our mailbox. When someone responds, we receive the e-mail. This also applies to responses from marketing promotions etc. People with questions on transactions or their accounts. I will check out these products types then. Do they offer stuff like?
Receipt Confirmations
Auto Responses
Prioritizing
Suggested Responses
Spell Check
Escalation
Reporting
Tracking |
|
 MikePremium,Mod
join:2000-09-17
Pittsburgh, PA
W.O.W.
FairPoint
World of Warcraft
Site Tools
Verizon Wireless
| It might have worked in the past but there is a ton of software that will make this be less awful.
Everything should have a unique event number (wrong numbers too, forward to another dept etc) and be hooked into a customer database where your marketing dept and data mine into.
Email and forwarding looks like a nightmare.
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"If something about the human body disgusts you, complain to the manufacturer" - Lenny Bruce
What this country needs is a good five dollar plasma weapon. |
|
 NightfallMy Goal Is To Deny YoursPremium,MVM
join:2001-08-03
Grand Rapids, MI
 ·Site5.com
 ·Comcast
 ·Callcentric
| reply to harryhoudini
said by harryhoudini:I realize I was vague in my initial post. While we respond to 300 or so e-mails each day, we actually manage well over 14,000 each month through the use of rules and forwarding to other areas or divisions. We have account alerts and notifications which all go out from our mailbox. When someone responds, we receive the e-mail. This also applies to responses from marketing promotions etc. People with questions on transactions or their accounts. I will check out these products types then. Do they offer stuff like?
Receipt Confirmations
Auto Responses
Prioritizing
Suggested Responses
Spell Check
Escalation
Reporting
Tracking
Spiceworks is free and does all of these things.
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My domain - Nightfall.net |
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