Your organization depends on email communication and you need a system that will let you leverage automation to handle it all. Look no further than EnterpriseWizard.
Hot Topic Media, a rapidly expanding publisher and marketer of content in the consumer personal-growth industry, engages their customers in one-to-one interactions, and was looking for a tool to control and leverage these interactions into product sales. Across multiple business units, a geographically diverse customer support team needed the ability to route, track, and archive all customer interactions in order to personalize the communication while delivering a consistent customer experience.
The EnterpriseWizard solution turned out even better than they expected. A custom table of Solutions was added to hold a pre-existing body of hundreds of outbound email response templates. Technicians can easily import these Solutions into new support tickets using a full text search lookup from within the ticket. The system then inserts the solution into a customized email template that also automatically adds the business unit's latest tag line, promotional URL and catalogue URL, and the email is automatically sent to the customer. Rule automation ensures that outbound emails contain the appropriate "from" address based on the business unit under which the ticket was submitted.
Inbound email sent to multiple accounts can be handled differently based on the account, so that emails to different support addresses are routed to the right support teams and result in tickets having the appropriate field values, reflecting not just the business unit, but also the type of issue.
See the full Hot Topic case study here:
http://www.enterprisewizard.com/hottopic_casestudy.pdf
Home
Login
Register
FAQ
