Autocorrect no-reply to the normal client address

The no-reply @ address is an evil in customer support. There are two types of no-reply crimes:

1. Offense against clients. When with no-reply, they send a heartless slap to the client, carefully indicating at the beginning - "do not reply to this letter!". And where to answer, the devil takes it?

2. Crime against employees. When standard letters with a request from customers come to support from a no-reply address.

The first is so bad that I don't even want to discuss it.
Let's talk about the second one today. 90% of our clients encountered no-reply letters in their work, and we found a solution. I'm telling you what's what.

What is the problem

Companies have a personal account or a feedback form on the site. The client from there can write to support on any issue. Conveniently? More than. What happens on the other side? Employees receive letters from the no-reply address. Where to write a response to the client? By e-mail, which is indicated inside the body of the letter.

First, the employee changes the no-reply to the normal client address, and then he answers. So long, tedious - to be honest, in Usedesk, it takes 15 seconds.

Now a little math. If an employee processes 200 requests per shift, then 50 minutes are wasted. Instead of helping customers, the way a robot performs mechanical operations. If an hour of work costs 250 rubles, manual no-reply corrections annually cost almost 60,000 rubles per employee.

What was done in Usedesk?

A feature that no one else has. Now the company sets up a trigger: an e-mail, phone number, or name is searched for in the subject or in the message itself and automatically inserted into the client's card. And you can answer as usual. At the same time, if the client is already in the system and wrote earlier from his e-mail, then the letter from his personal account will be pulled into the history of requests.

How to create a such trigger
Let's take our example. I need the address k@usedesk.ru instead of no-reply.

1. Select the conditions for letters where the e-mail should be changed. Do not forget to select conditions by status = new so that the e-mail changes as soon as the letter arrives in Usedesk.

2. Add a condition that will search for data in a message or topic. The rule should be to understand what to look for - phone number, e-mail, or name. And also - where exactly in the letter to look for it. For example, in our example, after the word e-mail. To do this, you need to specify the data that you want to find in a special format - a regular expression. This gibberish is looking for an e-mail.

Any programmer can write a regular expression. If you don't have a programmer at hand, just tell us, and we'll add the required regular expression to the rule ourselves.

3. It remains to update the client and select the data by which we will search for the client in Usedesk and update it. In our example, this is an e-mail.

The trigger is ready!

When you may need to update your e-mail:

1) Letters come from the feedback form.

2) Letters come from the client's account.

3) Another department, a call center, sends complex questions from customers in a standard format.

4) Offline messages from chats.

And in other incomprehensible situations - get rid of unnecessary movements and help clients with pleasure. Usedesk will help with this.

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