A useful feature has been activated within the Supportworks client software for Windows users. Analysts can e-mail customers during any action made on a Supportworks call. This feature contributes to excellent customer support, and is also easy for an analyst to take advantage of.
Any analyst can dispatch e-mail to the customer at any time while the call is assigned to them. This is not a default feature, so the analyst can pick and choose the appropriate time to dispatch e-mail to the customer. A favorable time to dispatch e-mail is when there has been an action on the call that will change the customer's expectation of service. For example, if an analyst is making an update to the call, e-mail can be dispatched to the customer about this update.
All dispatched e-mails are recorded in the Call Diary, and the e-mail can be seen in the Attachments window. This way, analysts can have records of communicating with their customers on calls.
If a customer replies to the message, e-mail will be sent to the IT Service Center. This message will be copied and pasted into the related call as an update.
The Supportworks administrators setup default e-mail templates for each Supportworks action. In addition to using these templates, analysts can create their own e-mail templates.