Comments on: Questions about this email? Too bad! http://www.returncustomer.com/2006/12/01/questions-about-this-email-too-bad/ Learn beneficial marketing and business principles from everyday experiences Mon, 06 Feb 2012 17:52:10 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Joe Rawlinson http://www.returncustomer.com/2006/12/01/questions-about-this-email-too-bad/#comment-229 Joe Rawlinson Sun, 03 Dec 2006 19:37:05 +0000 http://www.returncustomer.com/2006/12/01/questions-about-this-email-too-bad/#comment-229 TJ: I like your solution of the web form. Getting the details of the customer issue before you even see the incoming email is definitely a boost to your productivity. I'm sure it cuts down on the back and forth that is so common with email support. Cutting down on the number of email iterations with customers helps them get their answer quicker and saves you time and money on support. TJ: I like your solution of the web form. Getting the details of the customer issue before you even see the incoming email is definitely a boost to your productivity.

I’m sure it cuts down on the back and forth that is so common with email support. Cutting down on the number of email iterations with customers helps them get their answer quicker and saves you time and money on support.

]]> By: TJ http://www.returncustomer.com/2006/12/01/questions-about-this-email-too-bad/#comment-228 TJ Fri, 01 Dec 2006 19:25:28 +0000 http://www.returncustomer.com/2006/12/01/questions-about-this-email-too-bad/#comment-228 At my company, all of the support requests either went through our 800 number or through our support e-mail address. About 6 months ago, we switched to a online contact form and the resilts have been nothing short of phenomenal. With a web contact form, you can get definitive statistics on the types of problems people are having. By asking for basic information ahead of time, we can troubleshoot much faster and people are more likely to describe their issue. At least once a day we would receive emails saying only "it does not work help!!!1". Since implementing the contact form, we get these sort of requests once a week at the most. Obviously, this move by MBNA is unacceptable. While I believe that a no-reply e-mail address is perfectly acceptable, access to support still needs to be clearly labeled and easy to access. At my company, all of the support requests either went through our 800 number or through our support e-mail address. About 6 months ago, we switched to a online contact form and the resilts have been nothing short of phenomenal.

With a web contact form, you can get definitive statistics on the types of problems people are having. By asking for basic information ahead of time, we can troubleshoot much faster and people are more likely to describe their issue. At least once a day we would receive emails saying only “it does not work help!!!1″. Since implementing the contact form, we get these sort of requests once a week at the most.

Obviously, this move by MBNA is unacceptable. While I believe that a no-reply e-mail address is perfectly acceptable, access to support still needs to be clearly labeled and easy to access.

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