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One of the greatest drawbacks of almost all
the email software is that they are not geared towards providing
a 360° view of the customer.
Why?
Let us see a typical email mailbox. It is
configured into separate inbox and outbox. If ever, you want
to view your complete correspondence with any particular
customer, you will have to:
- toggle between these boxes to get the true feel of the
string of mails exchanged relating to any particular subject.
- resort to time consuming search tools (if at all possible)
if you want to bring out ALL the threads of correspondences
you had with the customer.
.... Clearly a very cumbersome task.
Needless to say, this is an essential requirement to decide
on the priority of response as well as to do it in the most
informed way possible.
Let us see this with an example.
Suppose, at one point of time, you had a series of email
correspondences with a customer relating to a product complaint.
Thereafter, you had another series of mails relating to an
enquiry relating to a product requiring customization.
Now, suppose you receive a mail from this customer relating
to a fresh order, you may like to assess the customer risk
by viewing separately:
- the string of correspondences that related to the earlier
product complaint to see how the customer had reacted and
how he was handled
- the second string of correspondences relating to customization
and view this in relation to the earlier string.
This may help you in concluding that the customer is a "high
risk" prospect and you may choose to forego the order.
As you can well imagine, this is nearly impossible to do
in the conventional email systems available. This leads to
a less than desirable response and perhaps a "less than desired"
result.
The solution:
It is best to have an email system which can effectively
sort out the emails from the entire list into clearly understandable
strings based on your query.
Absolute Sorter is one such email management system. To
read more, click
here
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