Techblog
What is the most effective way for small businesses to manage enquiries?
The internet has opened up small businesses to a larger customer market, but the amount of enquiries would increase too. How do you effectively manage your business emails?
Once, it was impossible for an artisan living in distant part of India to sell products to someone in New York. But now, with increasing use of digital media and e-commerce, they can not only interact with their customers, but also handle their enquiries in an efficient manner. With growing online visibility of businesses, comes the challenge of managing a large customer base.
But, managing enquiries is one of the most important aspect for any business. Customers expect businesses to be pro-active and quick to resolve their issues. Most customers resort to emails to lodge their enquiries or complaints due to lack of time. It could be anything related to product, its delivery, packaging and more.
This can turn out to be a big challenge for small businesses. With thousands of emails pouring in everyday, tracking the mail, checking the status of the query and resolving it can take a lot of time. Also, it becomes very difficult to know who among your employees has been assigned the query and who is working on it. It is bound to become worse if there is a shared mailbox which is being used by multiple users.
This situation can create confusion and there is high probability of customers feeling neglected and unserved. This can result in loss of business. At the same time, it can give an edge to your competitors who can take advantage of your customer's dissatisfaction as a selling opportunity for their products or services. Hence, proper and timely feedback is required.
A free tool to manage your enquiries:
A simple tool like Essentials Engage can be the one stop solution to solve these problems. It allows you to:
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Route all your incoming mails to a single platform so that there is no missing or unattended enquiry.
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Give you a clear visibility on the new emails and work in progress emails.
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Trace the conversation history and also assign the queries to the best problem solver.
The platform is user-friendly and works like a ticket support system making it easy to manage email enquiries. Its intuitive interface helps you manage emails in a hassle free manner. Features include:
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Simple tracking and follow ups for each department.
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Easily evaluate the severity level of the queries.
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Add notes which are only visible to your employees.
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A dashboard to manage pending, outstanding and resolved enquiries in a glance. You can check the status as open, pending or resolved.
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Prioritise the incidents and also sort the incidents in the dashboard on the basis of date, status, priority and supporting staff.
Apart from that, businesses can use this tool for automating the ticketing incidence for their company and make their enquiry system more customer friendly.
Benefits
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The tool can be accessed from your desktop or mobile from anywhere, anytime.
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The user interface of the tool is very simple and very easy to use.
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The data is protected and saved in an ISO-27001 certified secured data center.
Trial
Essentials Engage is available for free trial and comes with a dedicated helpdesk support. The free trial version can support two users and 50 tickets or enquiries per month. However, the paid version can support 10,000 tickets per month.
Managing business processes and improve your productivity is what you should work towards. Ultimately the one who serves the customers well, thrives in the market. So, this tool can play an instrumental role in taking care of your customer enquiry system and providing you a digitally strong platform to manage all the bulk emails that flood your inbox.
Summary
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Managing email enquiries is a time consuming but important task for small business
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Tracking the status of each email can be difficult when multiple employees have access to the same inbox
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Essentials Engage can give you clear visibility on incoming emails and the resolution progress
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You can access the dashboard from mobile or computer, meaning you can reach customers from anywhere and anytime
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Better customer management helps grow your business