hello

do you answer all E-Mails that goes to your support form?
i'm getting used to receive some E-Mails like "hey... i have a cs clan and we are doing a site! can you sponsor us?! we'll put your banner on our site and use nicks 'name[yourhost]!!!'"

i try to be nice and explain that i won't sponsor if they don't have a visitors base yet on their site... and that it's not a "niche" (games) very interesting for my business
but then they start insisting "i don't have a visitor base because i don't host the site yet, please help"...

Yes, of course we answer all emails, but spam :)

I answer all e-mails, excluding the spam ones.

I try to answer everything but the volume of emails is getting really out of proportion

Lem0nHead: You could write a template e-mail for those types, and just reply when you get them. Or are you doing that now and just want to stop completely?

definitely we answer all emails, just that those I really cant stand it , I just forward to my support staff to answer hehe. It helps or I will go mad, some of the emails are beyond the wildest imagination.

all emails should be answered *except spam etc

I can see why a "CS Clan" isn't on the top of your freebie list, but if you're not getting much traffic, hosting a deserving project is a good way to get cross linking started. "not to mention free advertisement via the link"

Originally posted by Lem0nHead
hello

do you answer all E-Mails that goes to your support form?
i'm getting used to receive some E-Mails like "hey... i have a cs clan and we are doing a site! can you sponsor us?! we'll put your banner on our site and use nicks 'name[yourhost]!!!'"

i try to be nice and explain that i won't sponsor if they don't have a visitors base yet on their site... and that it's not a "niche" (games) very interesting for my business
but then they start insisting "i don't have a visitor base because i don't host the site yet, please help"...

Yes, we do answer all emails because our emails are parsed automatically and put into our help desk as a help desk ticket. So, we always have them organized and ready to answer.

We answer all mails except spam, we also have other software we market which sponsors a couple of sites for promotional purposes.

Answer everything

As a customer, it's frustrating when I don't know if I should expect a reply or not

If they're just starting out, give them a small 20mb account or something and say once visitors start coming, you'll give more space! Probably 19 out of 20 of these sites will be useless and never get anywhere, but there's always a chance it will grow and become a worthy sponsoring

We don't get those types of email, but if we do we send them to our site describing discounts for legal non-profits (explaining that HAVE to have the documents to prove it). I'm sure that would send them packing.

I respond to every email except the ones asking for free servers.  I used to respond to them but now I get a request about once a day.  If I respond, I am wasting even more time on someone I know is never going to pay me a dime.  There is a list of some big time clans on the net (forget at the moment) but unless the clan name is on that list,....delete.

Originally posted by ICALIV
Yes, of course we answer all emails, but spam :)
:laugh: :laugh: :laugh:

We respond to spam.

Forward > To:SpamCop

Reply to every email (Not Spam of course). Take to the time to make your response (To sponsor or free requests) Crystal Clear that you are not going to do it and do not leave any room from them to ask further questions. If they email you again then they do not need a follow up reply since they are not a paying customer.

Every Inquiry deserves at least 1 response.

Every Paying customer Inquiry deserves unlimited responses until you get the situation resolved.

We answer all e-mails too and I try to do a lot of them personally... including the spam ones. Sometimes I inform them that I already have a house mortgage or I don't need a 2 times larger penis.

No, we don't answer all emails.
Usually, we will ignore spam, link exchange requests and free hosting requests.

Originally posted by PropelHosting
Reply to every email (Not Spam of course). Take to the time to make your response (To sponsor or free requests) Crystal Clear that you are not going to do it and do not leave any room from them to ask further questions. If they email you again then they do not need a follow up reply since they are not a paying customer.

Every Inquiry deserves at least 1 response.

Every Paying customer Inquiry deserves unlimited responses until you get the situation resolved.

I like your last two sentences. :)

I do reply to all non-spam emails

Originally posted by Lem0nHead
... i have a cs clan and...

What is a cs clan?

I don't.

I get emails from clients asking me to join yahoo etc., I just ignore those. Not spam per se... but, still useless.

I also tend to drop MSN messages if the user says "Hey" 3 hours ago and says nothing, or asks for nothing. If they ask for something that is another matter but they know how to contact support if they need to.

Originally posted by prence
We answer all e-mails too and I try to do a lot of them personally... including the spam ones. Sometimes I inform them that I already have a house mortgage or I don't need a 2 times larger penis.

Thank you for the laugh, I just thought that was very funny and had to point that out.

Now carry on... ;)

Answer all emails.
Filter spams and sometimes browse spams to see just in case if any customer or sales emails ever go to the spam box. :D

I've had a couple users come to me and ask for sponsorship. As a smaller hosting provider, I found that providing these people with a minimal amount of space and transfer, with no bells or whistles has been helpful to my business. Because every page they have has a link, top and bottom, to my site, I recieve a couple dozen visitors from their site each day, plus, a few signups from here and there.

My rule of thumb is, if its not going to cost me money, or loose me more then a dollar or two, I'll do it. I've got nothing to loose. Of course, I watch these free users accounts closely to make sure they arent doing anything wrong. Nothing has happened yet

I'll answer all emails too. Even if the question is completely unrelated to our services or we cant help them, we'll still give a nice polite answer.

We reply to emails. I hate it when customers submit a support ticket then reply back through email. They do this all the time too, and sometimes I ask them to not reply back in email and to do so on the ticket system and then they continue to reply back in email.

Originally posted by PiMPaRSeBiSh
We reply to emails. I hate it when customers submit a support ticket then reply back through email. They do this all the time too, and sometimes I ask them to not reply back in email and to do so on the ticket system and then they continue to reply back in email.

If your using kayako esupport edit the email templates to include text like "To reply to this message please click here. Do not use the reply button in your email software"
Alot of users simply think that a reply to the email is what they are supposed to do.

Originally posted by Host Ultra
If your using kayako esupport edit the email templates to include text like "To reply to this message please click here. Do not use the reply button in your email software"
Alot of users simply think that a reply to the email is what they are supposed to do. Nice, ty. Can't believe I didn't think of this myself.

I solved a similar issue. I just have my ticketing system check the support email address and then based on the subject of the message, inserts it into the database