Thursday, March 11, 2010
 
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Email Response Management

Email communication can either make or break your client support.   Clients who contact your business via email expect a timely and appropriate response.  If this does not happen they will use the phone next time.

The solution to better email management is to automatically, and intelligently respond to in-coming email.  The HelpMaster Pro Email Manager solution is designed to scan, capture, log, route and respond to your email activity instantly.  

Using a flexible, rules-based workflow engine, email can be converted into helpdesk tickets that are uniquely numbered and assigned to the correct person or skill group within your business.  Once a ticket is created, it becomes an active part of the helpdesk workflow process that you define.

Does this sound like your helpdesk?

  1. Is your helpdesk email inbox  overflowing with new requests, or "follow-up" email from your clients?
  2. Do you manually "convert" email into helpdesk jobs
  3. Do you reply directly to an email without logging it into your helpdesk system, possibly because your ticketing system makes it too cumbersome or time consuming to do so?
  4. Do you use your email system as a ticketing system, forwarding email to the appropriate person?

If you answered "Yes" to any of the questions above, then it's time to re-think the way that you handle email and the quality of service that you offer your clients.

How the HelpMaster Pro Email Manager can help

The Email Manager is a HelpMaster Pro module that will manage any number of email inboxes by automatically logging jobs or updating existing jobs based on incoming email.  This is particularly useful if your helpdesk or workgroup receives support requests via email.  The benefit of such a system is that not only does the job get logged, but your clients can receive a near-instant response to their support issue.  With the Email Manager, you can automatically handle all of your incoming email support requests, and provide near-instant confirmation, resolution and actions to a wide range of client issues.

 

What are the benefits of automated email response management?

 

  1. No more manually handling of email
  2. New clients can be automatically created within your helpdesk system (no more manually data entry for names, addresses, email etc….)
  3. Each email is processed within seconds of being received.  This means that…
    1. A job is logged with a unique job number
    2. All file attachments within the original email can be added to the job or action
    3. The client is notified
    4. The staff member is notified
    5. The job is now “handled” by the escalation and business workflow rules that you define within the HelpMaster Pro Priority Manager
  4. Management statistics can be viewed on how many jobs were logged with the Email Manager
  5. Clients can update their jobs via email at any time
     

Multiple Email Inboxes?

Do you have a number of different support inboxes within your company?  The HelpMaster Pro Email Manager can handle them all.  In fact, the Email Manager can handle an unlimited number of boxes, and of different email sources.  For example, the following email inboxes are supported.

  1.    Microsoft Exchange
  2.    Microsoft Outlook and Outlook Express
  3.    Google GMail
  4.    Hotmail.com
  5.    Novell Groupwise
  6.    Lotus Notes

 


Email Manager links

 

We've been encouraging people to email their requests rather than phoning them in. In 2004 about 5% of requests were email. Now email requests make up just over 40% of total requests....

[The HelpMaster Pro] Email Manager was introduced to log new jobs and update existing jobs automatically. This is doing the work of an extra staff member.

- Quote from a client using the Email Manager (excerpt from the Email Manager discussion board)

 


Email Response Management

The HelpMaster Pro Email Manager is:

  1. Scalable.  Scan multiple email boxes across multiple email sources.  Handles small installations, right up to enterprise levels of email volume.
  2. Instant.  When clients email you, they get a response within seconds.  This builds confidence in your business and your client service.
  3. Consistent.  Both your clients and staff get consistent results.  By using pre-defined email and action templates, all correspondence is measured, controlled and precise.
  4. Reliable.  The Email Manager never gives up.  It will intelligently response to email all day, every day.  With comprehensive logging and reporting, email management is easy.
  5. Cost effective with immediate ROI.  When staff no longer have to spend time to manually respond to email, or covert email into helpdesk ticket, this allows them to concentrate on their primary duties.  This saves times, money and increases efficiency throughout your enterprise.
  6. Powerful.  Once email has been converted into a helpdesk / service desk job, you can leverage the full power of the template and ITIL-based workflow engine built into the HelpMaster Pro helpdesk engine.

Features

  1. Automatically convert new email senders details into a helpdesk contact.  No more copy and paste details from an email into your helpdesk system to create a new contact.
  2. Automatically assign email requests to the appropriate person or skill group based on flexible rules that you define.
  3. Send and read plain text or HTML email.  All embedded images, attachments and other files are also logged and attached to the corresponding helpdesk ticket.
  4. Outgoing email can contain multiple attachments, knowledge base articles and hyperlinks to on-line helpdesk / knowledge base resources
  5. Create multiple “email profiles” to scan different email inboxes.  Each profile can have different rules, workflow and logging options defined.
  6. New email can be converted into a helpdesk ticket and replies to previous email can be added to the previously logged job
  7. All email activity is logged for analysis and review
  8. Once email has been processed and logged, it then becomes a helpdesk ticket in the award-winning and powerful HelpMaster Pro helpdesk software.  This opens up the full power of an enterprise-ready, ITIL workflow and helpdesk / service desk application.

Benefits

  1. Reduce email response time.  Email can be responded to in seconds, not hours
  2. Enhance staff productivity.  Free up staff resources from manually handling email
  3. Deliver more efficient, more consistent information to your clients via the use of pre-made response templates
  4. Meet your customers expectations regarding effective communication and speed of response
  5. Proactively manage your business email requirements.


 

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