Customer Support Tool

Description

Automated e-mail tool.
The Customer Support Tool automates the forwarding of e-mails to a group and enables them to be referenced and tracked. All the e-mails are posted to a newsgroup on an intranet that provides a centralised repository for customer queries and has been tested to handle more than 10,000 e-mails.

Features include:

• Handling Customer Support e-mails: mail is downloaded from the configured e-mail accounts and posted onto specified newsgroups. A unique tracking identifier is attached to e-mail for referencing
• Delegation of Customer Support: mail is available from the newsgroup enabling replying to be delegated
• Tracking of Customer Responses: each e-mail has a unique tracking number enabling the customer to reply using the same number so that the query will be threaded under the earlier post
• Centralised Access: a newsgroup on a local intranet acts like a centralised repository for customer queries providing communal access
• Categorising Queries: unrelated products with exclusive development and support teams and distinct e-mail addresses can be configured into the Customer Support Tool enabling individual product queries to be posted onto seperate newsgroups
• Customer Support as a Group Activity: a newsgroup is accessible to several people enabling support to become a group activity
• Obviates the need for Databases: eliminates the need for using proprietery database software, by storing customer queries in the newsgroups.

Customer Support Tool – System Requirements

• Microsoft Windows NT, 2000 or 2003 server
• 25 MB of available hard disk space
• Internet connection if the mail and news servers are external
• POP3 and SMTP access for the mail server.