Over 100 incoming emails a day. Four customer service representatives. One inbox and one workstation set up to receive all the messages. How does a company with that set up and that volume of email make sure that every customer gets responded to quickly? And that everyone is clear who ‘owns’ each conversation, from the [...]
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Is email useful as a way of providing customer service? Pete Slease, a Customer Contact Council member advisor, apparently doesn’t think so. On the CCC blog in February, Pete wrote: Call me the jaded contact center geek, but it seems that the usefulness of email as a service channel has expired. I recognize some B2B [...]
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My sister-in-law is due for some very specialized heart surgery. She has to travel from Hawaii to Los Angeles for the procedure. For several weeks she was emailing the surgeon’s office, trying to confirm the day and time of her procedure, pre-op appointments, preparatory instructions and the like. Irritatingly, the surgeon’s office never replied. Finally, [...]
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If the health of our planet is of interest to you, then the next two weeks are as important as any in history, as told by Connie Hedegaard. The incoming president of COP15, the United Nation’s conference on climate change, does not mince words about the crucial nature of this global gathering. In an article [...]
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Lots of things can happen when a job is done well. Here are a few: 1. Personal satisfaction 2. Sales for your company (or yourself) 3. Preservation of the natural “buying-selling” ecosystem 4. Unsolicited praise from your client base This particular post is about number four. Every once in a while, a user of your [...]
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Today, Palo Alto Software got a taste of good business practice (and you just got a bad taste of pun). The team at FormSpring not only integrated our customer email management service, Email Center Pro (a process we’ve been working on for a couple of months), but they sent us a cake from the best [...]
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Email is one of those things that people talk A LOT about fixing. It makes a terrific virtual water cooler topic because it meets the following requirements: 1. It’s draining 2. It’s incessant 3. Almost everyone has a suggestion about how to manage it I’m going to go out on a limb and postulate that [...]
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It’s nice when Guy Kawasaki writes about/alludes to/makes cursory mention of the product or service into which you pour a significant portion of your waking hours. It means more than enjoying an influx of traffic to your website (a handy side-effect, no doubt). It’s also an encouraging validation that you’re taking some steps in the [...]
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Every so often (a rather ambiguous date range, don’t you think?) the demise of email is predicted. It’s a pain. It’s a spam-laden nightmare. It’s archaic and clunky. It’s possible that you, too, see email through this lens. But I’m going to hazard a guess and say that, regardless, email is still an essential part [...]
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Start with this list of 15 Applications No Online Business Can Live Without on Freelance Folder this morning. Some are obvious–Google Analytics, for example, and Basecamp–and some I’ve never heard of, but want to. Add four more: 16. Email Center Pro As soon as you have a second person–let alone three, five or 10–working with you, [...]
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