Hey.

I was just wondering, how do you give "fast" support. Take EMAIL for example.... is there any program that when your account receives mail, it automatically alerts your computer with a dialog box?

I am using NeoMail right now... and tell me, it's a pain to check email every 2-3 hours! So what other mail programs are there that intergrates with an instant response to your computer?

Also, what other support options are you giving your clients then free clients like AIM, MSN, or a live chat box?

Thanks

We use Email, AIM, MSN, ICQ, and live chat on the website.

I use Outlook Express, and generally check my e-mail very often, or leave it open and turn the volume up on my computer.

As for other methods, ICQ and MSN.

You could something up where when support@domain receives an email, it sends an SMS message to your phone (SMS Phone and Service Required)

Could use email piping. Have the script pipe the email(s) and popup an alert box if there's any new email.

Methods we will be providing:
- Email, AIM, ICQ, IRC, HelpDesk, Forum and possibly LiveHelp Script

Outlook will play different sounds based on the content of the email (subject, message body, sender...)

I have it play a "cha-ching!" noise whenever we get an order. I like hearing that one. :D

Originally posted by datums
You could something up where when support@domain receives an email, it sends an SMS message to your phone (SMS Phone and Service Required)

For the email piping also:

Where can I get this services?

Originally posted by Simpli-Erica
I have it play a "cha-ching!" noise whenever we get an order. I like hearing that one. :D

LOL I like that.. :stickout:

I don't know NeoMail very well, but I'm surprised that it doesn't have a refresh option.

We use Horde, and it allows me to refresh my mailbox at various intervals (I have mine set to every 5 minutes) and it displays a pop up box and makes a 'beep' alerting me of new emails after it refreshes. This is assuming that you have your email open.

Greetings:

We have in-house support that monitor the phone, email, and fax.

Email is fetched every five minutes.

For remote and after hour use, I'm looking at out Chatter (http://www.imchatter.com/products.shtml) will work on the Treo600.

Supposedly it will provide instant notification of emails received which can then be dealt with via Chatter, SnapperMail (http://www.snappermail.com/palm/email/) or another email client.

Thank you.

Originally posted by PULSE
I don't know NeoMail very well, but I'm surprised that it doesn't have a refresh option.

We use Horde, and it allows me to refresh my mailbox at various intervals (I have mine set to every 5 minutes) and it displays a pop up box and makes a 'beep' alerting me of new emails after it refreshes. This is assuming that you have your email open.

Thanks, Horde was actually installed in my Cpanel Server.... but I never used it :) Wow! There's actually a LOT more features that I didn't even see .. obviously better then neomail!

Thanks for the suggestion!

Don't offer email support - you should have a ticket based system in place, or it will haunt you later. Its easy to do email support when you're small...but once you get 200 emails a day coming to you, its hard to then say "Okay, no more email support...use the HelpDesk now." Alot of customers will see that as your support going downhill (change, even if for the better, is scary to customers).

What would be the difference of a ticket based system then a email support?



By the way... I find horde "strong" but ........ I can't have two browsers at the same time refreshing with different email accounts....... is there another way to bypass this, or another email system that makes a sound or prompt?

Thanks!

Originally posted by Mustard010
I was just wondering, how do you give "fast" support.
Try making your tech's sit on hot coals... they'll type like their life depended on it.

sorry, i'm in one of "those" moods ;)

Originally posted by Mustard010
another email system that makes a sound or prompt?

Opera mail client.

Originally posted by Mustard010
What would be the difference of a ticket based system then a email support?


Because eventually you're going to need to hire some help.

Wait hold on .... how does a ticket based system function?

Multiple operators on sides (i.e.: bob, jim, and ron at sales).... does the email get forwarded to their email accounts for example?

Does ModernBill integrate Ticket Systems?

MB does have a built in ticket system and they have built in support if you want to purchase eKayo (sp). We have found it best to offer a ticketing system as we can have it page people 24 hours a day. WIth email only you run the risk of another employee checking off site and missing something. Just a thought on that.

If you use esupport from kayako you can download their alert script. Each time a ticket comes in pops up in the corner of your screen.

Just keep the browser open with esupport open and set it to auto refresh every minute. Answer the tickets as they come in. Your customers get emailed the response and simply reply to the email and it updates the ticket for you.

Much more powerful than email. It even has an SMS function to page you.

Originally posted by Mustard010
Hey.

I was just wondering, how do you give "fast" support. Take EMAIL for example.... is there any program that when your account receives mail, it automatically alerts your computer with a dialog box?

I am using NeoMail right now... and tell me, it's a pain to check email every 2-3 hours! So what other mail programs are there that intergrates with an instant response to your computer?

Also, what other support options are you giving your clients then free clients like AIM, MSN, or a live chat box?

Thanks

we use simple check http://www.simplecheck.NET we check mail every 1-2 min(on some accounts ) we are are able to read and respond on the server and then pull the email in via our Email Client (which is The Bat! ritlabs.com)
Simple Check has many options including pop up notification , (which I dont use ) sound notification for each account and flashing tray notification , and at 12$ USD you cant go wrong

I am in no way connected to the software , Im just a software junkie letting you know what works :D

Originally posted by Laci
we use simple check http://www.simplecheck.NET we check mail every 1-2 min(on some accounts ) we are are able to read and respond on the server and then pull the email in via our Email Client (which is The Bat! ritlabs.com)


You say "we". How does that work out with multiple people doing support via email? Also, how does that work for accountability purposes? I would think, with email, the lack of a documented trail makes it difficult to keep track of the history of certain issues.

Originally posted by AffordableHost
You say "we". How does that work out with multiple people doing support via email? Also, how does that work for accountability purposes? I would think, with email, the lack of a documented trail makes it difficult to keep track of the history of certain issues.

Filters , forwarders , email piping and Perl desk with the 4 of those things it creates a system with a definite trail and accountability

Originally posted by Laci
Filters , forwarders , email piping and Perl desk with the 4 of those things it creates a system with a definite trail and accountability

Ah!! Okay, so you use PerlDesk. Now it makes sense.

--Tina

Originally posted by Simpli-Erica
Outlook will play different sounds based on the content of the email (subject, message body, sender...)

I have it play a "cha-ching!" noise whenever we get an order. I like hearing that one. :D

Haha, I'm adding that one now!

Hello

Well outsourcing is one good option for fast support..you go to sleep while your work is well taken care of...

Cheers

Supportadmin

Hi!
Here is what you should do.
1) Install a good ticketing system like perldesk or ticketsmith. It should be easy and fast.
2) Set it such that it can take in emails. So the customers can send in email to support@yourcompany.com and you'll get it in your ticketing system.
3) Setup a support form on your site with formmail. This will forward mail to the ticketing system.
4) Set up notifications for the new and responded tickets to come to your email address.
5) Setup some monitoring system for your server with nagios or use some paid service.
Be proactive whenever the server goes down and correct it. This would reduce the ticket count.
6) Setup up a good contact page on your site where the important email address , phone numbers etc are listed so that customers can contact you anytime.
Let me them know how fast you are in responding. (e.g. 24x7 or will respond within a day for emergency contact xxx-xxx number ) ....


I hope this helps.

Have a wonderful day :)

Regards
Amar