Contact us is now online form (Footprints system) [12.05]
http://www.sonlight.com/contact.html?at=headercontact
When you click on the email link it will take you to the bottom of the page where there used to be a text box to email Sonlight. Using this box any email submitted would forward to [email protected]. One problem was that we did not obtain any customer information other than an email address. Therefore much time was invested by CR reps to research customer info in Assist and then populate in Footprints. An additional problem was that the customer was getting a general "Thank you for your inquiry" response because it was forwarding to [email protected] .
Instead of this text box we have placed a link "submit a help ticket" and a button "Send Sonlight an email". When a customer clicks on this, they are forwarded to the beginning ticket submission page (as if they actually click on submit a ticket) taking them through the process.
The following are required fields when submitting
- provide email address
- name
- subject
- category/sub category
- message
This will:
- Reduce time invested by CR reps in obtaining customer information
- Based on the category and sub category selected we are now able to set up rules that automatically assigns the ticket to the appropriate dept or person.
- Again this will allow us to be more efficient with our time because will not have to go in and manually assign tickets
- Allow us to send the customer a customized response based upon the category and sub category of their email (the reason they are emailing us). I believe this is BIG in terms of providing the customer as much of a "non-robotic" response as possible.