Monday, October 22, 2012

Setting Up Weekend Auto-Responders

You're closed on the weekends, as many 9 to 5 offices are; however, your online customers are shopping around the clock and expect immediate responses. So what do you do?

One of our most popular features is our time-specific auto-responder. Sending a short message on the weekends stating your hours keeps customers in the loop and lets them know when to expect a response.

Take a look at some of these guidelines for setting up weekend auto-responders for eBay, Amazon and your company website.

Remember! Auto-responders are meant to enhance customer communication, not replace it. When used improperly, auto-responders can actually hurt your feedback and credibility.

General Guidelines:
  • The auto-response is sent to new emails, not on follow-ups. 
  • To ensure your auto-response does not interfere with other rules, be sure that your auto-responders are the only rules set to a ranking of either 1 or 2. 
  • RM reads TIME as hh:mm:ss AM or PM
  • DATES are read as yyyy-mm-dd. 

eBay Weekend (Friday at 5pm to Monday at 9am) 
Go to Maintenance > Rules, Add New Rule.

To Configure an Auto-Response for eBay:
Designate a From email address. Because RM is connected directly to eBay's API, this email address will not be shown to your customers (but it is still required in order to send a message).

Amazon Weekend (Friday at 5pm to Monday at 9am) 
Go to Maintenance > Rules, Add New Rule.

To Configure an Auto-Response:
Enter a From email address that is registered with your Amazon account, but that is different than that of your Amazon Customer Inquiries Folder. Specifying a different email address is important to avoid mail loops, which could fill up your quota, causing the system to stop reading your messages. To verify or add a new email, go to your seller central account and update your contact notification settings. 

Website Weekend (Friday at 5pm to Monday at 9am)
Go to Maintenance > Rules, Add New Rule

To Configure an Auto-Response:
Designate a From email address. If your company has a noreply@ email address, we suggest using it.

by Dale Gaines
Customer Care