The Impression of Specialization

Posted by & filed under Customer service, Email general.

I used to work for a small publishing company as a copy editor and proofreader. Trying to move my way up in the company, I took more and more responsibility for one particular publication, and eventually got my name on the masthead as Assistant Editor. When the editor left, I even became Interim Editor for… Read more »

Merge Mailboxes for Better Management

Posted by & filed under Customer service, Email general, Uncategorized.

Do you ever feel like everywhere you turn, there’s somebody or something waiting for your attention? You’ve got  multiple  email addresses —  some personal, some work related;  voicemail at home, on your cell phone, and on your work phone; actual physical mail at home and at work; a two-year-old wanting to push the garage door… Read more »

Who’s the Boss — You or Your Inbox?

Posted by & filed under Email general.

We’ve all got a lot of email to deal with, right? If you’re like me, some mornings you check your inbox and you think “There’s not enough coffee in the world to fuel my excursion into that mess.” But would you pay somebody more than $2,750 to come to your office and teach you how… Read more »

3,2,1 Contact… How Do You Keep Track?

Posted by & filed under Customer service, ECP Feature.

Sometimes customers email you, sometimes they call, sometimes they come to an online chat. Sometimes you call them… Do you treat each of these as isolated incidents? image from http://www.flickr.com/photos/gifrancis/ / CC BY 2.0 You shouldn’t. Tracking all your customer communication in one accessible archive is incredibly useful. Here’s a scenario for illustration: A potential… Read more »

Tell the World How Fast You Respond to Email

Posted by & filed under ECP Feature, Email general.

Responding to emails quickly is a key to building good relationships and providing high quality customer service. If you’ve glanced at this blog before, you already know how strongly we feel about this. At Palo Alto Software, we’re proud of how fast we respond to our customers. That’s why we created our Response Time widget… Read more »

5 Great Ways to Tag Your Email

Posted by & filed under ECP Feature, Email general, Uncategorized.

Tag. You’re It. We all have our own ways of organizing our lives. I have developed a pretty useful pile system for organizing my desk and home. It might not make much sense to anyone else… in fact it probably looks like a great big mess. But based on the pile’s location, I not only… Read more »

Praise and cake — What a week!

Posted by & filed under Customer service, Partners, Uncategorized.

Unsolicited testimonials, like surprise chocolate cakes, are wonderful things indeed. Here at Palo Alto Software, we were the beneficiaries of both last week. First, as a way of celebrating the integration between Email Center Pro and their service, our friends  over at FormSpring sent us a delicious chocolate cake from the best bakery in town. … Read more »

Don’t Count Email Out.

Posted by & filed under Email general, Uncategorized.

It’s a reality that has to be faced by all users of Web-based applications: there will come a time when your service will be disrupted. This morning, Twitter experienced a denial-of-service attack  and was down for a few hours. Facebook and LiveJournal were both down for a while as well. At this writing, it wasn’t… Read more »