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Helpdesk -CRM- ticketing -email call it what you will

looking for a good cloud based communication tool

3:06 pm on Jan 19, 2010 (gmt 0)

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There is always chatter about "which ecom platform" should I use, but far less on ways to woo your customers it seems.

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?

3:21 pm on Jan 19, 2010 (gmt 0)

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WebmasterWorld Senior Member piatkow is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

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votes: 45

I have no experience of setting up ticketing and other automated email responses but as a disatisfied customer of several organisations that use them I would say that you must take great care to ensure that your messages don't get spam-trapped. The major webmail providers all have a reputation for doing this and Hotmail in particular, I know, often doesn't deliver such messages even when the user has white listed the sender. Non delivery will, of course, always be your fault as far as the customer is concerned.

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