ReplyManager: Visual Cues to Help Keep You Organized

Keeping communications organized is a vital tool in any business. Many are plagued with gargantuan inboxes that seem to have no rhyme or reason as to what type of messages should be addressed first without opening each individual message. It can be a frustrating task. To help, ReplyManager has message preview capabilities, as well as a system of categories and customizable references that help sellers keep everything organized.

Using Notes in ReplyManager to Communicate Internally

Customers aren’t the only ones eTailers need to communicate with, however. Much of the business of simply “being in business” deals with communicating internally. To help with this process, ReplyManager offers an Internal Notes feature within each email thread so you can communicate between staff without sending a message to the customer and everything is kept within the same thread.

Setting a Memorial Day Weekend Auto-Responder

If you live in the U.S., you are most likely gearing up to spend some much needed time off in observance of the Memorial Day Weekend. Here's how to set up a ReplyManager Smart Auto-Responder to communicate with customers while you're away.

5 Message Management Housecleaning Tips for 2015

The Holidays are over and returns have been processed. You finally have time to breath before the next big sales rush hits. Now's a great time to step back and take a look at your message management strategy and do a little housekeeping to prepare for the rest of the year. Here are 5 tips that can help get you ready for 2015 and improve your organization and response times.

How To Filter Messages in ReplyManager

When managing high volumes of email, nothing seems to take up more time than sorting through hundreds of messages to find what you're looking for. Thankfully, when using ReplyManager, users have a number of viewing options to choose from when inside a folder.

Setting up Additional Sections in ReplyManager

As your company grows, you may experience higher volumes of email coming into each marketplace. By creating separate sections for each, super administrators are able to better organize emails and assign responsibility based on the company's workflow - all from within the same program and for NO additional cost.

Setting up Folders in a Multi-Channel Environment

ReplyManager has built-in flexibility to manage emails from any online source. It allows for multiple folders and accounts, and it can read all accounts from whichever marketplace you sell on, including your company website. But how do you configure ReplyManager to automatically organize these messages? Here are a few quick tips...

Getting Started with Amazon Folders and Rules

ReplyManager's template comes with Amazon folders and rules already setup. The goal is to tag  important customer messages and distinguish them from Amazon system messages by separating the messages into different folders.

Tips to Organize Standard Replies

There are several ways to organize your customized standard replies so your users can quickly identify and select the proper response to your customers.

Route Your Emails to Worldwide Reps

No matter where your customer service reps are located, ReplyManager’s web based email system can be streamlined so all incoming emails get routed and organized efficiently.

Quick and Advanced Search for Better Productivity

ReplyManager provides a number of ways for you to search your inbox! In addition to our Advanced Search feature, we have created a Quick Search option that allows you to enter more specific details from the email you are looking for. Read further to decide when each option will work best for you.

ReplyManager Email Processing Order

Often times, ReplyManager customers have multiple rules set up to automatically manage and route incoming email from many different channels and email accounts. With hundreds of emails being processed each day, it is important to know the logic and order by which ReplyManager processes these emails to be sure they are getting directed to the right folder at the right time.

Keeping Your Email Client in Tip-Top Shape

Performing basic maintenance tasks on ReplyManager is kind of like having to remember to change the batteries on your smoke alarm. It's an important task, but easy to forget (or ignore). Remembering to periodically "clean up" ReplyManager is important to help maintain an organized and secure working environment. Here are a few quick tips...

5 Tips to Better Manage Customer Email

Providing exceptional service when communicating with customers promotes customer loyalty and adds value, especially during busy shopping times or holidays. When sending email, customers (and eBay) expect fast, reliable solutions to their issues. Wait too long or answer incorrectly and your customers will soon be buying from your competitors. Here are 5 tips that can help you better manage your customer email.

Where Did My Email Go?

ReplyManager customers often ask, “Where did my email go? I clicked on the email to read it, but when I went back to the list of emails in the folder, the email disappeared."

Assigning Emails to Users

Emails are pouring in, replies and follow ups are needed, how do you evenly and fairly assign emails to users? ReplyManager has several features that can be employed. Managers can manually assign emails or use a "round robin" type of rule for evenly distributing emails to user folders.

Fast Email Responses = Happy Customers!

In the world of instant gratification, keeping a happy customer really isn’t that difficult. Businesses need just respond to their email inquiries and they’ll feel important enough to stay loyal and keep buying. Surprisingly enough, this doesn’t always happen.

Can you imagine all of the income they are missing out on just because they can’t get to the barrage of emails they are receiving? Poor email management can be very damaging to any business that depends on getting and keeping Happy Customers.

So how do you manage bulk incoming email? Get organized. Make a plan, implement processes and rules so that emails are responded to within 24-48 hours, and get a good, easy-to-use email response management system.

Get Rid of the Junk
Get a grasp on all the Junk. In our office, we created a Junk folder in ReplyManager to receive and dispense with all the Spam. We use SpamAssassin as the Spam filter.

Sort Related Email
Create Folders and use Rules to automatically sort related email together. This will make it easier to answer multiple emails at once and to assign the right staff.

Assign Actions and Keep Notes
Create Categories, set Priory Levels and enter References that refer to specific actions if emails can’t be answered immediately. And if multiple steps need to be taken to address the email, keep accurate notes in the email ticketing system so that the next person knows where you left off.

Create Standard Replies
Keep track of frequently asked questions and create a database of Standard Replies. This will increase response rates and unify your company message.

Delegating is made easier with ReplyManager

Make delegating of work, where customer service email is involved, an effective process by using ReplyManager. Have a clear set of rules for employees to be able to follow a customer service email through to completion. In his Book on Leadership, Bob Lewis takes issue with the fact that employers do not always define clearly what "follow" entails, after all it takes "two" to do a good job of delegating.

Steps can be setup for Users to be able to "follow" as an incoming customer service email is received into the program. Use automatic Rules to route the email into specific folders. Use category tags to identify the email's issues or information. Use Standard Replies for a concise and complete response, or use the different status levels to elevate the email to a priority level that it can be completed.

The goal is to have a good email management system for employees to be able to carry out their tasks and for management to be able to review.

Auto Assign Category Tags to Email for Quick Alert

A critical phase of selling products for eBay sellers is having timely and correct details if there are any changes in the mailing or shipping information. One of the ways ReplyManager can expedite this update is by using the Rules Routing feature and having a category automatically assigned to tag the incoming email.

Route emails to folders - Assign an Associated Email

Keeping up with the influx of customer service email arriving daily can be a challenge. ReplyManager routes the emails into folders quickly and efficiently using Rules Routing or Associated email. The associated email is the email the folder will be receiving, such as support@yourcompany.com to the Support Folder.

Regular Expression - This allows you to specify all possible variants of an incoming email address so that it may perform a match. To implement, mark the checkbox and enter the expression in the Associated Email field.

Here are some examples of how they can be used: