Longton, Stoke-on-Trent -- 5 November 2001 -- A new online service that cuts in half the time businesses spend replying to emails has been unveiled. SupportByEmail.com aims to bridge the gap between sending an impersonal automated response and needing to respond
individually to every email received.
The system, developed by Lightwood Consultancy Ltd, works by capturing messages from your incoming mailbox and scanning for keywords in a knowledge base of common questions specific to your site. Each message in a mailbox will generate a list of suggested answers that can be copied into your reply with a single click. By insisting a human operator decides which answers are used in a reply and allowing them to be amended before being sent, a personal relationship with customers can be maintained.
An increasingly popular solution is to automatically send back a list of frequently asked questions, which is very impersonal and may not actually help your customer at all. Even the most sophisticated software cannot properly understand English so the best an automated service can do is send a 'best guess' answer which could be way off the mark.
"Retaining the personal touch is very important, " says Lightwood's Managing Director, Chris Newman, "but we know that many web site operators receive the same questions day in day out and replying to emails can take up a considerable amount of time. SupportByEmail.com is a tool to speed up the process of composing individual responses, not a replacement for human advisors."
The service, available as a pay-as-you-go service or by monthly subscription offers great value because you only pay for the results you see. Even if you only receive a few questions each day you can take advantage of the time saving features by paying a few pence for each message answered through the system.
"Though our infrastructure can handle a high volumes of emails, SupportByEmail is very well suited for smaller businesses, particularly online retaillers, who find a large proportion of their time can be taken up answering the same questions over and over. We're so confident that anyone can achieve great time savings with the service almost instantly that you don't start paying for it until it's paying for itself!"
To find out more about SupportByEmail.com and to evaluate a fully functional account for free please visit
http://www.SupportByEmail.com/ or call 0800 092 3441. You can of course email a real person at email@example.com
Notes for editors:
Lightwood Consultancy Ltd was formed in 1999 to provide high quality software solutions. Specialising in dynamic web site development, the company has clients throughout the UK and internationally.
Only an Internet connection and modern web browser are required. The service is delivered over the web and can be accessed from any
Lightwood Consultancy Ltd
T: +44 (01782) 333560
M: +44 (07976) 714632
F: +44 (08701) 274143
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