Do you have a business that handles a large amount of customer service emails? Are some straight forward but others, not so simple to answer? Do you need a way to manage these emails that is efficient and keeps you on-top of things? This post is for YOU!
This is going to be a very DIRECT post. I want to give you some ACTIONABLE ideas that you can incorporate in your customer service process A.S.A.P!
Technique One: Folders
Yes, those good old fashioned folders in your email account. Create three new ones: 1) Red: Complications 2) Yellow: Pending 3) Green: Finished
As you begin to process through your customer service emails if you can quickly respond and send out a resolution do so and then move the email into the "Green: Finished" folder. If the subject requires more information, send a preliminary response so that the customer does not feel ignored and then move the email into the "Yellow: Pending" folder. Should the email present an complex yet pressing matter, respond immediately that you will be following up with them and place it into the "Red: Complications" folder.
Create a system within your team that identifies who handles emails at which level (folder) and be sure to also create a schedule for the frequency of which those emails are processed.
Customer Support Spreadsheets:
If you notice that technique one just doesn't work for you another measure that you could incorporate is a spreadsheet and ticket numbers.
Create a spreadsheet that collects some pretty basic information: Date, Customer Name, Issue, Status, Resolution, Assignment (who's responding to this customer), Notes. Be sure to also include a ticket number. Allow this spreadsheet to live on a cloud platform such as One Drive or Google Drive so that multiple people can edit it at the same time.
As emails pour in that are more complex or require more information be sure to assign them a ticket number in the initial response and then complete a line of the information above on the Customer Support Spreadsheet. Create a schedule that includes ROUTINELY checking this spreadsheet and assessing the status'.