Thursday, January 22, 2015

Good practice: Always confirm you received an email to keep your customers happy

When a customer sends an email to a company, no matter if it is a support request, pricing question, or business partnership proposal, he (or she) usually wonder: "Have they received it? Will they read it? When will they answer?".

If there is no answer from you for longer than a couple of hours, most probably you will soon see another email hitting your mailbox: "Please confirm you received my message".  Things can get even worse when the customer's matter is urgent. Your lack of response makes you look rude, or even ignorant, not caring about your customer's problem. This is a quick way to lose your reputation and eventually - your customers.

Therefore, it is good to quickly respond and confirm receiving the message. But what to do when there are tens or hundreds of emails reaching your Exchange server? The answer is - automate the task and set up a simple auto-reply that will send the confirmation email, while you can lean back and relax.

With MSH Exchange Autoresponder it is a simple, 4-step process:
  1. In the main window of the program click Add to create a new autoresponder rule.


  2. In the Add New Rule wizard, in the Auto Reply tab, create your confirmation email. Make sure to keep the message short and informative.



  3. Decide, when the rule should be activated by setting up its Conditions, e.g. your support team's
    mailbox address. This way, when your customer sends a message to the support dept, it will be automatically answered with your confirmation.


  4. Leave other options unchanged and save your rule by clicking the OK button.
And voila! You have now a machine doing the hard work and, at the same time, keeping your customers assured that you received their feedback. Your company's email communication looks professional and your reputation is maintained. Lastly, do not forget to make sure that your support team keeps the promise and responds to your customer with a solution!

Follow the link to learn more about MSH Exchange Autoresponder.