Gathered around a number of tables in a technology park in the West Midlands, I opened a meeting with a group of business owners and professionals talking about ways to improve their personal and their business’s efficiency.
I told them that using email for their contact systems was out-of-date and inefficient; there were a few embarrassed faces round the room, as people knew exactly that the ancient system they were still using wasn’t up to scratch but didn’t know how to fix it.
If you’re one of the people who is still using a simple “sales-at-mycompany.com” distribution list or shared mailbox for your inbound enquiries, let me spell this out to you…
The pain points
We know that any business who is using a distribution group or a shared email box for inbound enquiries is going to be facing one or more of the following problems:
Spam & Viruses
You want to catch every single enquiry — that includes the ones that aren’t enquiries. Not unless you want to change your online banking password or send a car to Nigeria.
These are just going to waste you time and money.
“I’m not going to respond to that, because Dave has already responded to it. Probably.”
Without a specific system in place, he might have done. But he probably hasn’t.
Tail Between The Legs
One sales enquiry is met by more than one response from more than one member of your team.
The prices differ. Or the advice differs. Or directly contradicts another colleague’s advice. And now the customer won’t respond. Oops.
Fortunately, the solution is very simple. Kamazoy will help you to plan and implement a Customer Services system that fits your requirements exactly.
If you’re running a simple sales or support email address and need it managing, an off-the-shelf product with some customisation to match the look and feel of your existing website will be in order. Kamazoy will help you plan and implement and, if you wish, host and support your Customer Services request tracking system.
If you’re an ITIL-using business, Kamazoy can help you collect and track the information that’s most important to your organisation. Whether that’s request/incident types, closure reasons, response times and to find out which categories your incoming requests fit within (printers, passwords, or both?) we’ll help design a system which collects exactly the information you need to improve your business workflows.
Kamazoy can help project-manage your service desk or simply host it for you. Whether you need the whole implementation package (planning, building, training and support) or simply someone to do the technical work for you, you can trust us to get the job done first time.