How to handle web reaches
WEBFORM emails subject line is ALWAYS: “Your message to Home Pet Euthanasia”. These are sent directly from OUR WEBSITE to us. This is the email we get when prospects land on our website and fill out a contact form on our website.
They are what you use to reply to the client or when we need to forward the email to another staff and we keep those webforms on record in a client folder on our computers.
If you push “reply” to a “Your message to Home Pet Euthanasia”, it will reply directly to the client’s email and you will have the communication trail underneath, meaning that when the client receives your email, he will see what message he wrote to you originally and above this your reply and when the client replies to your reply, you will see the whole trail of messages starting from the original webform that the client submitted, your reply to the client and his reply to you. This is very important, especially since there are several of us replying to clients and the person receiving the client’s reply is not necessarily the same phone person who answered the webform originally and it is important for the person new to the email trail to be able to track and see what was originally asked and what replies have gone back and forth.
Once you are done replying to the webform email, (and after you do any hat pass needed on the communication), you then file this webform (“Your message to Home Pet Euthanasia” email in a folder where they can all be in the same place for future reference.
They NEVER go in the trash (unless they are spam). You should never mark a webform as “spam” even if it actually is spam otherwise, all webforms will end up going in the spam folder.
There is another email type you will get: chat tickets.
These are sent to us when the person attempts a chat and fails because nobody was logged in to chat with the person. Ideally, this should happen very little and someone should always be logged in during their shift so that you can chat with clients reaching out. However, if someone is not there to chat, we will receive a chat “ticket”.
This comes from ANOTHER company (not the website). This company is called Live Chat. They are linked to our website and allows us to use the chat feature.
The email subject title will look like this: "Ticket #MA3ZF: Dog Cremation” (or whatever subject line the client put on the form). You cannot hit reply to this email to reach the client. If you email a client in response to this “ticket” you will have to write a new email to the client. Please copy and paste the original message that the client sent you in the chat ticket at the bottom of the email so that everyone can see the exchange of communications that took place and the client’s original communication.
Once you have replied to the client, these “tickets” need to be filed in a folder (in the same folder where you file the “Webforms”). So that we can refer to them if we have any question regarding what the client asked for originally. They also never go in the trash.
Again, these emails whether “Your Message to Home Pet Euthanasia”, “Webform Submission: Hospice Care History Form” or “Ticket” NEVER GO IN THE TRASH and you should never mark them as spam.
Please check the spam folder daily on each one of your shifts to make sure that no Webform has landed in the spam folder. If you see a Webform in the spam folder, there is a specific procedure to follow to ensure that our web reaches are not wasted and do not routinely land in the spam folder. The procedure on how to handle those is entitled “How to unspam emails”. Please follow this procedure exactly.