Main > SCA Proc > General Instructions > Footprints
Footprints Instructions for Email [updated 1.31.08]
- If a customer replies to an email from Sarita with product related questions, they will be referred to an advisor for a response. If you are replying to such an email, please use the intro, "Sarita asked me to respond to your email"... Add a Sarita intro to your FP quick replies.
- If a customer requests additional assistance after using Sonia... Thank you for using our SONlight Internet Advisor, Sonia, [insert name]. I will be happy to assist you with your additional questions. Add a Sonia FP quick reply.
- When a customer emails Sonlight the email is directed to Footprints, our web-based software response system. A 'ticket' is created for each customer contact (email, web, phone) in Footprints.
- Web Tickets: Tickets initiated on the web will have brackets [ ] in the subject line with the topic inside the brackets. Mark these as web tickets.
How to ANSWER Email
Here you will find some specifics on how to respond, etc.
Email INSIDE Footprints
- Log into Footprints
- Make sure your pop-up blocker is TURNED OFF for this site. You may have three pop-up blockers: one on your browser, one on any tool bars, one on your security system.
- First time: In my preferences (left-hand task bar) make sure you have spell check, Edit Most Recent Message, and view Complete message all enabled
- Click on the edit icon (pad of paper and pencil) for the email ticket. All email tickets are set with a status of SCA email pending as soon as they are ready for an SCA to process
- Click on create customer to be sure whoever created the ticket added this person to the address book. A pop-up should tell you that it has de-selected create customer because the customer is already created.
- If you make any changes to the Customer Info Section, click the 'update customer' section
- If there is NO subject or the Live Person subject (While you were offline...), change it to something that will identify the email as from Sonlight
- if you cannot answer the email, put notes in about your question and change priority to Urgent, reassign to Facilitator
- type your response under Append a new message
- Links in emails: When emailing a customer through Footprints, be sure you insert the ENTIRE URL. You may have to hit the spacebar after the url to make it a clinkable link. Do not use the link option in Footprints because a customer who does not use html in their email will not see a clickable link.
- use the quick reply for intro and signature (see the facilitator for instructions on how)
- use the Search Frequently Asked questions for quick responses
- After re-reading through your response and checking for content and formatting errors,
- When in training, change priority to Urgent reassign to Facilitator - DO NOT check the box to send the email to customer
- When out of training, do not change priority, change status to advisor closed anc DO check the box to send the email to the customer
- Click Go
- Spell check will process, then send email to customer
- If you get an error that there is a Non Unique Key, click DO update and go, then email Facilitator the ticket number
Email Tips
- Take care to ensure that they have clear paragraph breaks so that the customer can read your response easily.
- Try not to use too many short paragraphs in your response, as this can appear choppy.
- Phrase your comments in such a way as to indicate that my opinion comes from experience in teaching the program materials--or from whatever source--and encourage them to check the forums as well, but I try to at least give the sender something to start with. Your experience is as valuable here as it is in the booth when displaying at a convention.
- Learn to refer the clients to the website as much as possible. The appropriate referral points can be found as you check through Wiki. This intranet is intended to be our sourcebook.
- I say, "For more insight on ..... here is a link that you might find helpful." Then I put a link or two to the SL website's appropriate area.