Customer support software

[Jonsam]

I am getting over loaded with customer support emails

I have the email for my shop set up on one computer on outlook

But it's a bit too much for one user to do so I wanted a setup so that any one who has time to reply to a few email on other computers can do so

But they need to know what's been said so far in the email exchanges

Is ther any thing easy I can use to do this

 

[ServWise]

You want some sort of trouble ticket system which would allow multiple agents to respond to a support email address via a website system. I don't know any that are totally easy to setup but you might find something in this lot. OTRS looks nice.

http://www.google.com/search?q=free+trouble+ticket+system

 

[Jonsam]

Thanks I'll have a look

 

[stockdam]

A very simple way is to setup an email group (call it support) and then copy all replies to this group (you could BCC if you prefer).

Use a database (Excel spreadsheet will do) to log each new query and to give it a unique reference. Put this reference at the start of the subject of all emails. If you are replying then make sure you keep the subject line intact and ask the customer to do so too.

To see what has been already said then filter your emails by subject and you'll have the full history.

This simple system needs discipline as everyone needs to use a unique reference for each incoming query and to keep the subject line intact.

 

[webhostuk]

I am getting over loaded with customer support emails

I have the email for my shop set up on one computer on outlook

But it's a bit too much for one user to do so I wanted a setup so that any one who has time to reply to a few email on other computers can do so

But they need to know what's been said so far in the email exchanges

Is ther any thing easy I can use to do this

Looking at your requirement I can suggest you the software we use : Vision Helpdesk , for customer support ,SLA and managing multiple companies emails its the best webbased helpdesk.

 

[KM-Tiger]

But they need to know what's been said so far in the email exchanges

As others have said, the best thing is a ticket system, and there are many.

But you can get near that using IMAP email with shared folders, and email software that will keep requests and responses together in one thread.

 

[martinbailey]

Do a google for Comm100 - they have a free support ticket system as well as a live chat facility. Failing that there are various free/open source ticketing systems out there.

I wrote a ticketing system for my company and it made a MASSIVE difference to support, both for our staff and customers. It was received very positively.