It’s all about the customer team – Now let’s keep the team informed
Roll out the carpet for your key customers – keep the whole sales and support team (including outside vendors) know when updates are made to the customer’s support issue.
Create a list of those who need to be updated then flag the… Continue reading...
Do your contacts have multiple email addresses?
Keep up with changes to your contact database. Make sure you use the latest email address. Use the search in Contacts to find contacts with multiple email addresses, then make the newer email address the primary email.
Here is the scenario:
Your customers submit cases on 2 separate topics: Software questions and Hardware questions. With the Software questions you need to capture the Operating System and Rev number, but with Hardware you may need to know the serial number and the install date.
With the Portal Layouts you can capture specific details… Continue reading...
For Support Module accounts – Setup Case Capture Profiles for your customers who are submitting cases through your Customer Portal.
Example: Your Support team responds to Customer questions on 2 topics – Software questions and Hardward questions. With the Software question you may want to capture details on the operating system and version number. … Continue reading...
Does your new idea involve:
- Other people in the company
- Outside vendors, customers or contractors
- Do you need to share documents
- Are there questions and resolutions that need to be shared with the stakeholders
- Tracking billable or non-billable time
- Is it team effort
Don’t get glassy-eyed, but… Continue reading...
If your EBSuite account supports different customer sets with different Organizational identities – You can establish different Marketing Personas
When an email campaign is sent the recipient sees a “From” and a “Reply To” address. Now you can setup multiple profiles to keep replied-to emails coming to the right email account and clarify to the… Continue reading...
EBSuite Support Cases and Calendar Tasks both can be viewed and updated remotely
When setting up a View of Cases and Tasks ever notice the RSS feed:
Add… Continue reading...
If Email Marketing means just “sending and hoping”, then you really don’t need EBSuite.
But, since the data in EBSuite is a valuable list of prospects and customers then, let’s make sure we know what were doing.
The beauty of EBSuite is that the Email Campaign you build plugs the results right back into your… Continue reading...
How are you capturing Customer Support Cases?
Of course, there is direct capture by your Agents then with the Portal, customers can create their own tickets.
For the other casual inquires you can capture emails and web form submittals. Let’s look at the differences between email and web form capture.
If you are using your EBSuite account’s Customer Portal, then your Portal users may want to share their case information with other portal users from the same Organization.
For example, Jim from ABC Co. submits a ticket at the portal and Jim’s colleague, Mary at ABC Co. wants to also see the ticket history –… Continue reading...