Email Messaging – Because Sometimes Your Phone Deserves a Break

Jenn Marie

Smith.ai answering services features an intelligent messaging system that helps you screen and prioritize your calls. An integral part of that service is the instant call summary sent almost immediately after your call. When we first started, we sent it out via text message, but as we grew, our pros indicated their needs had grown. Here is a story of how one of our pros used Smith to support the customer service team of their busy online storefront.

How May I Direct Your Call?

When we first talked with our e-commerce pro, we were a little confused how we were going to help them. Unlike many of our pros, they didn’t just want us reducing incoming spam calls or live call transfers.  Instead, this pro wanted more information about our transcription services.

The Task: Transcribe live phone messages for their customer service department and deliver those messages into their customer service queue — via email.

The Approach: Integrate an email messaging system that filters messages by disposition as rapidly as our text messages do.

The result is an enhanced email customer service team that could filter out high-priority customer service emails without the pro having to read every one of them.  By screening and prioritizing their customer contacts, we increased their customer service department’s productivity as well as their customer satisfaction.

The Option to Choose

Email Messaging is a feature we have added at the request of one of our pros, but we recognize that it is not the solution for everyone. That is why we are offering it as an option, instead of an addition. Smith pros now have the choice of receiving a text message or an email message when a call is received.

If you are wondering how they differ, the main thing is the potential length of the instant summary message. Text messages are limited to 140 characters, (longer when MMS is enabled) while there is no limit on emails. This flexibility leaves you with plenty of room to design your custom solution for handling messages.

So take your choice: do you want to be notified the long way or the short way? Either way, you’ll still receive the same Smith call screening and prioritization. It’s just another way we help you build better relationships with your clients.

Jenn Marie

I began my writing and marketing career in 1993 for Taw Caw Little League, a community organization managed by my father at the time. At a young age, I learned the importance of well-written brochures, newsletters, and programs as well as the many challenges of running a fundraising concession stand.

But the unlimited supply of candy made it all worthwhile.

My childhood exposure to community development grew into an adult love of community service. As a young adult, I spent multiple years involved in full time community service through both Xavier University’s United Way Service Fellows program and National AIDS Fund AmeriCorps. During these times, I worked with young children and teens as an educator on literacy, sexual health, and HIV prevention.Helping others through communication was quickly becoming my passion.

Although active on the Internet since 1997, I first began working online in 2002 for Dell Computers. I was responsible for teaching people how to shop online, and it was a job I took very seriously.Upon graduation, I was hired by Microsoft, at the dawn of the Software as a Service (SaaS) and cloud computing boom. I completed three Microsoft certifications within a few months, vastly increasing my technical aptitude and sales skills.In 2010, I began leveraging the internet for projects that combined my journalism, customer service, and sales background. During that time, I completed writing projects for  a variety of internet marketing firms as well as established websites such as Avvo.com and Groupon.  I also worked part-time for Amazon.com as a virtual customer service agent.I’d built a career off of the internet, and was now ready to build my own business.I left Amazon in 2014 to build my business full time. A few months later, I founded Jenn Marie Writing & Marketing, LLC  with a team of four freelancers. Since then, we have scaled up and down to meet client demand for  content writing, blog posting, and social media management services.

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