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Automated responses to enquiries

(EMS/CRM)
 
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Automated email responses to enquiries are part and parcel of email marketing, which is why these instructions have been included in the instruction manual for the premium EMS module, despite the feature having been included in the free CRM. The free WebConnector module enables this autoresponder feature in the CRM.

An enquiry can be sent to you by email or via a completed form. You will probably already have organized your email correspondence, and thus either reply to incoming emails personally or use the standard autoresponder of your email program to respond to incoming enquiries when you are out of the office for extended periods of time.

Incoming enquiries are generally business-related and can be categorized according to topics, at least to a certain degree. This makes it possible to respond in different ways to different enquiries without needing to do this manually. Setting up an individual autoresponder is done in three steps:

On this page:

1st step: Q&A  2nd step: Create email templates  3rd step: Create forms 

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1st step: Q&A

(EMS/CRM - automated responses to enquiries)

First, determine which questions should be answered, and how they should be answered. Formulate the questions in such a way that they do not need to be answered with continuous text, but can be answered with drop-down menu selections instead. Many websites use this method for their FAQ (frequently asked questions).

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2nd step: Create email templates

(EMS/CRM - automated responses to enquiries)

Create an email response for every possible combination of questions and save these responses as email templates.

If at all possible, ensure that the website user is not sent more than one reply to the enquiry he made via the form on your website.

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3rd step: Create a form or several forms

(EMS/CRM - automated responses to enquiries)

Use WebConnector to create a form containing the enquiries of the website user. Create rules for all the possible responses for any form field containing selection options. Define each of these rules in such a way that an email is sent to the website user based on the template containing the appropriate response.

Use WebConnector to create a new form (Instructions for creating forms)

In this example, we are using the checkbox to define our topics and questions. (Screenshot)

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Proceed to the next step to open the settings.

a) The processes are located right at the bottom. Here you select the target, i.e. the question. This will link the previously created email to this question.

This completes the automated response to enquiries. Your customers will now receive a reply 24/7.

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