Email & communication
Availability concept
Clear routes instead of responsibility by chance
What this is about
Customers now reach businesses through four or five routes at once. Without rules, something gets left somewhere. We bring the channels together and define who responds to what, and when.
What is included
- Overview of all inbound channels
- Responsibilities and cover for each channel
- Committed response times
- Automatic acknowledgements on receipt
- Evaluation: what is being left unanswered?
Process
How we go about it.
Record
Which routes exist and who checks them?
Rules
Responsibility, deadlines, cover.
Technology
Combine where possible, automate where it makes sense.
Control
Check monthly that the rules hold.
Frequent questions
This is what we are often asked.
Should we drop channels?
Sometimes, yes. A channel that nobody reads does more harm than good.
How quickly do we need to reply?
What you promise, you have to keep. Four working hours is realistic.
Can everything be combined in one mailbox?
A lot of it, yes. Email, forms and chat can be brought together, while the phone stays separate.
Sollen wir uns das ansehen?
Ein kurzes Gespräch genügt, um einzuschätzen, was in Ihrem Betrieb sinnvoll ist — und was nicht.