email

Shared Follow-Up

Purpose

"Shared Follow-Up" is a folder of chat sessions that have been marked with the "Follow Up By Patron Library" resolution code.  Shared Follow-Up Libraries have the responsibility of sending chat sessions to the customers' local libraries or subject specialists, or replying back to them immediately. Shared Follow-Up is another way that AskUsNow! libraries and librarians help each other out within the 72-hour follow-up by email expectation.

Customer Service Excellence in Email Reference

For following up with a customer via email, we have the same customer service/quality guidelines that we do in person or in chat! The benchmark of a successful customer service email effort should be the quality of the response. Here's a quick guide to excellent email reference!

Let's say a customer came into chat asking about resources for becoming a dental hygienist and the chatting librarian marked the session for follow-up via email. This is how you'd want to respond:

Customer Emails and Referring For Follow-Up

It's important to get customer email addresses if follow-up is needed. This guide walks you though how to do that (and what to do if you didn't).

QuestionPoint Install and Updates: Sunday, October 12, 2014

This fix is specifically to restore the functionality of the refer to email partner capability in the Ask module reported after the previous install. No Release Notes accompany this install.

For prior install updates, go to http://questionpoint.blogs.com/

Thanks,

Paul Chasen

Statewide Coordinator, Maryland AskUsNow!

 

Quality Tip: Customers and their Transcripts

I get a lot of questions about resending transcripts to customers that didn't get them. So here's the skinny on what goes on with transcripts and how to get them to your customers again:

Using QuestionPoint for Email Reference - Pitch to Howard County

The Howard County Library has been a member of Maryland AskUsNow! since 2003. During this time, HCL librarians have provided live chat service to HCL, Maryland and other customers around the globe as well as email follow-up to HCL customers who needed additional assistance outside of chat.

Contacting non-partner libraries when their customers have questions

There are some county systems in Maryland that are not AskUsNow! partners. Sometimes we get questions from customers of these systems. Read more for how to get their customer's questions routed correctly.

How Do I Change or Add a Customer's Email in QP for Follow-Up, to Give the Customer a Copy of Their Chat Transcript?

Did a customer enter an email during the chat session?  When this happens, we need to assure that the customer receives a copy of the chat transcript.  More importantly, if the customer needs follow-up, we will need the email in the right place.  If an email address was given in chat, but not entered when the customer initially asked their question, you will need to change the email in the system. This explains that process.

Responding to a Customer Response in Followup

You've clicked on a question from one of your Question Lists to write back to the customer, but you have no function buttons. What to do? This guide will help.

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