Whenever you are out of office or just on the vacation, it is helpful to set up an auto follow up, so that your clients won't get frustrated because of getting no replies from you.
Whenever your customer service team receives customers' queries via Email, Live Chat, offline message, web-to-tickets, of phone calls, it is helpful to create an auto follow up for notification, so that your customer representatives will be informed immediately and efficiently handle customers' queries.
Comm100 Ticket allows you to set up a rule to send auto follow up emails.
Step- by- Step Walkthrough:
Step 1. Add at least one enabled email server into your Ticket module because all follow-up emails are sent out by email.
For how to add a POP3 mail server into your Ticket module, please click here.
For how to add a Microsoft exchange server into your Ticket module, please click here.
Step 2. Go to Settings under the Setup tab;
Step 3. Click Auto Follow Up;
Step 4. Click New Auto Follow Up to set up a rule;
Step 5. Set a name for the auto-follow-up and check Enable;
Step 6. Specify the conditions when the auto-follow-up rule will be triggered;
Step 7. Configure the recipients who will receive the auto-follow-up email;
- With Send Email to Contacts selected, the auto follow up emails will be automatically sent to all contacts in the last email you received.
- If Send Email to Contacts is not
selected, the auto follow up emails are only sent to operators. You can
set up certain rules to enable internal notification which can boost
the efficiency of your agent and improve the quality of your customer
Note: The email of an operator must be different from the email server(s) in your Ticket module, otherwise you may run into an endless loop.
Step 8. Edit the email content;
Step 8. Save the settings.
Now, auto reply message will be sent to all mails that arrive after the rule is applied.