Email reply manager tools for ebay and online businesses
Here are two great email management tools for ebay seller and other online businesses owners.
Want to save yourself some time responding to emails and keeping history of email conversations? Maybe you are getting a larger volume of emails as your online business grows and you need multiple customer service staff to handle email enquires.
As our business started to grow and we began to list more auctions we received a larger and larger amount of questions and general emails from customers. We needed a solultion to assist with email management for our online business.
The two best tools that I think are around are:
- Reply Manager (which you pay a small fee for)
- Reply manager is very popular for eBay users and other online retailers who receive large volumes of customer emails. It is often mentioned by other PESA members as a great tool to have.
- This tool is hosted, you cannot install it yourself on your own servers.
- Also, because it is a hosted application you may experience some speed of access problems from time to time.
- RT (Request Tracker, free)
- We use RT here at DirectShop for all of our customer service emails, so I can explain a little more about this product and its use than I can Reply Manager.
- RT is downloaded and hosted on your own server. This can give you fast performance.
- RT allows you to give multiple users access and different permissions
- You can create multiple queues and assign queue management to different users
- Attachments can be received, viewed, and added to replies.
- It has a pretty good search function (but can get slow as your database grows)
I cannot stress enough how much automation can assist you in running a profitable online business. As you start to grow and begin shipping hundreds or even thousands of orders per month you need to automate to stay ahead of the competition in keep your margins.
These email managament tools are a great step forward in helping to reduce the amount of customer contact time that you have, and of course they help give your customers better service!
Maybe others can suggest some more email management tools that they have found useful?
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