My Mail — A Handy Widget

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Does anybody really just do one job anymore? I wrote recently about the Impression of Specialization, and how small companies can make themselves look bigger, and present the image that they have dedicated employees for all sorts of departments, simply by using email addresses that correspond with their customers’ needs. But what I didn’t talk… Read more »

5 Ways to Improve Your Email Replies

Posted by & filed under Customer service, Uncategorized.

After my latest rant about how much I hate auto replies, a coworker suggested that I offer solutions to these email failures instead of just criticizing them. Solutions? Instead of just complaining? What a concept! I’m taking her advice, in the hopes that even one guilty auto responder out there takes my suggestions. So here,… Read more »

Can You Ever Respond Fast Enough?

Posted by & filed under Customer service, Uncategorized.

Sometimes your customers need an  immediate response to a problem. Say they’ve ordered something online, and they think you might have overcharged them. Or they’re not sure they ordered the right thing. Or they lost their serial number but urgently need to use their software… So they send you an email asking for help. What… Read more »

Don’t Believe The Hype: Email’s Not Dead

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What do email and Mark Twain have in common? Reports of their deaths were both greatly exaggerated. On Monday, yet another blog jumped on the “email is dead” bandwagon.  In a post on the Wall Street Journal Tech blog titled Why Email No Longer Rules, it’s suggested that we’ve reached the  “end of the email… Read more »

Protect Your Inbox With Common Sense

Posted by & filed under Email general, Uncategorized.

We’re always reading about new phishing scams, hackers posting email user names and passwords online, and have even received the occasional email from a friend that begins “I’m not stranded on the streets of Paris with no money after my wallet and passport were stolen. Don’t send money — somebody hacked into my Hotmail account… Read more »

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 / 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 »