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These are good points, but for point 3, I chose a hybrid solution. Reply quickly that your team is looking into the issue/ticket and reply later with the real a
by agopaul 11y ago
These are good points, but for point 3, I chose a hybrid solution. Reply quickly that your team is looking into the issue/ticket and reply later with the real answer.
From personal experience with other's support systems, sending support emails and not getting an immediate feedback doesn't feel great
- jakobegger 11y agoMake sure that the initial answer is from a human, though. Your customers need to know you've received and understood their requests. An automatic reply doesn't help much.
- veesahni 11y agoAgreed. Automatic acknowledgement emails tend to result in disrupting phone notifications with very limited useful value. Where auto acks are are valuable, however, are for emails received outside of business hours. This sets expectations that you may not receive a response until the next business day.
- agopaul 11y agoI agree with you. We actually are quite proactive and usually if there is an application error/exception, we get notified via email by the application itself and immediately write to the customer that we know about the problem and we're already working to fix it.