Welcome Email for approved contacts
Hi all,
Some of our Partners have quite a high turnover in staff. We go to a lot of effort to train these people in how to go about getting the right logs and diagnostics for the type of call they are logging.
I was thinking that we could add some sort of Welcome email. At the moment once a user has logged a call for the first time they may either be in the system in limbo awaiting for approval, or if you have added the domain name matching to the account then they may be assigned to that account awaiting approval.
We would love to have a default welcome email explaining about us, what role we play as a support team in the partnership and how to get the logs to enable us to get as much information as we can in one hit rather than going backwards and forwards and potentailly impacting the resolution time.
I'm not sure how this would be implemented but a choice on Approval would probably be the best way. When you select one of these approval methods if there is a tick against welcome email in the notifications section it would prompt you to say send welcome email Yes/No
This way the customer gets all the information they need to log a call efficently and it would also have links to the knowledge base and customer forum. The quicker we can get this information to new users, who are willing to absorb new information, the easier our job would be as they can self source and it wouldn't take various emails back and forth to get to where we need to be with them.
I am realllly hoping people like this idea, I don't know how to program this but it seems like a tiny tiny piece of coding that again would make a HUGE difference :-) (what do I know ;-) )
If you like this idea please click like! :-)
Thanks again
Rich
Some of our Partners have quite a high turnover in staff. We go to a lot of effort to train these people in how to go about getting the right logs and diagnostics for the type of call they are logging.
I was thinking that we could add some sort of Welcome email. At the moment once a user has logged a call for the first time they may either be in the system in limbo awaiting for approval, or if you have added the domain name matching to the account then they may be assigned to that account awaiting approval.
We would love to have a default welcome email explaining about us, what role we play as a support team in the partnership and how to get the logs to enable us to get as much information as we can in one hit rather than going backwards and forwards and potentailly impacting the resolution time.
I'm not sure how this would be implemented but a choice on Approval would probably be the best way. When you select one of these approval methods if there is a tick against welcome email in the notifications section it would prompt you to say send welcome email Yes/No
This way the customer gets all the information they need to log a call efficently and it would also have links to the knowledge base and customer forum. The quicker we can get this information to new users, who are willing to absorb new information, the easier our job would be as they can self source and it wouldn't take various emails back and forth to get to where we need to be with them.
I am realllly hoping people like this idea, I don't know how to program this but it seems like a tiny tiny piece of coding that again would make a HUGE difference :-) (what do I know ;-) )
If you like this idea please click like! :-)
Thanks again
Rich