The next phase of implementing our new member support tracking system is possibly one of the most painful because it means the elimination of email-based direct communication in favor of a closed direct web-based communication system (via the EzineArticles INBOX).
The challenge is that 100% of member support needs to funnel into our web-based email tracking system for it to be effective, allow for quality control and escalation rulesets for problem resolution priorities and management reporting.
What the change will be like: support @ EzineArticles as an email address will turn into an autoresponder that will encourage members & users to either log in and contact-us with a web form or use the public contact-us web form if they are not a registered member.
When a member sends in a query via their EzineArticles INBOX, they will get a reply to their inbox. They can then reply to the email and the thread continues until the problem is resolved.
In addition to the other upsides to this 3rd phase of implementation, 40,000+ annual spams will be deflected as we’ll only be responding to real humans, whether they are members or non-members.
Lastly, we’re in the final stages of implementing the ability for our support team to be able to receive and send attachments via the EzineArticles INBOX system… so that authors will be able to upload photos, spreadsheets, PDF’s, MS Word .doc’s or anything to us and we can send attachments (that will be virus scanned before sent automatically) within this new system.
Are there any other downsides to the shut down of our support @ email address we should consider before making this 3rd phase implementation?