A Tip if You Email the Support Desk

Some customers prefer to email us when they have a support issue; they can attach screenshots and it means there’s an audit of the communication between us. However, Chris mentioned the other day that when he emails us he’d like to receive an email acknowledgement – just so he knows we’ve got the email and we’re working on it. Well, we’ve actually got this functionality available to customers using our Microsoft CRM service helpdesk and so we switched this service on for Chris. If you’d like to receive an acknowledgement too please let Joy Hambridge or me know.

Incidentally, I’m currently helping with setting up an online support desk. Do you have any experiences of logging support calls online with other companies? What did you like about the service? What could have been improved? If you’ve any ideas you’d like to share so that I can ensure a slick online service for you, please let me know.

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