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Overview
The purpose of a business is to create customers. says Peter Drucker.
Implied in his words
are the importance of finding, keeping and growing your customer base. 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 increasing 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.
Some of the Sailent features of Customer Support Tool are listed below
Efficient handling of customer support E-Mails
The tool avoids the manual intervention of forwarding E-mails to a group of people.
It also helps in
referencing and tracking of these mails.
Delegation of customer support activity
As the tool automatically pulls out E-mails and posts them onto the newsgroup the job
of replying to
these E-mails can be delegated to a group of people.
Tracking of customer responses
The Customer responses and support queries can be eaisly tracked.
Exposes customer issues to all the employees
All the E-mails are posted onto a newsgroup, that can be accessed by every employee.Thus
enabling an organization to 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.
Categorizing queries based on products or issues
The tool can handle customer support E-mails of multiple products.
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 the need for buying costly
database software.
Robustness
Under severe stress testing conditions this tool has been successful in handling
more than 10,000 customer E-mails.
How Customer Support Tool works?
Mail Server Customer Support News Server
Tool
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.
Where to Install Customer Support Tool?
It is recommended to install the Customer Support Tool on Windows NT/2000/2003 servers
which also hosts the NNTP service running the local newsgroups.
A complete web based E-Mail Support Solution is coming soon!
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