When an email is received from a customer, the first person that deals with it must assign tags to summarize the content
This avoids other staff from having to scroll through message history to understand what an email is about and what has already been done
Tags should be assigned in the following format:
- Problem
- Solution
- Update/Action
Here’s more information on what tags might look like:
- Problem - Faulty
- Solution - Asked For Evidence
- Update/Action - Evidence Received
It’s very important that these are assigned to each message, it makes dealing with emails a lot easier when you can quickly view a summary of what’s happening