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What I use now
For 10 years now, I have used Outlook at my main shop communication tool, for answering queries, solving problems, and general communication with my customers.
It works just fine.
I Use copernic desktop search to search for threads and separate conversations about orders, and also with particular customers.
What else could I use?
As I said, it works well on 1 PC. To extend it, it is possible, using imap instead of pop, and copernic can search across networks, but it is starting to get messy, clunky, and not very elegant.
The next step, might be to use Googlemail. But there is only one log in, and lets face it, for many Gmails GUI misses the mark.
But I need more..
Now I have started looking at Helpdesk software. FThere are some fantastic programs out there, that put my communication onto the cloud. Give each sales person a separate log in, and have canned responses, timed tickets, loads of great tools. But usually with one flaw:
Each one is designed as a tool for a 2 way communication. The reality of a small web business, is that you are in the middle of a discussion, with customers, suppliers (often several) trying to find the best solution. These systems do not seem to be set up to deal with this side of customer service.
Or am I missing the golden tool? Anyone any suggestions that might help me please?