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To better understand the power InBoxHQ, we have created the "Test Company Bike Shop". The following scenarios illustrate how the Bike Shop's Boss, Bob in Shipping, and Mary in Accounting use InBoxHQ to help their company be better.
Managing Communications(Part 1)
See how the Bike Shop uses InBoxHQ to improve the way it organizes and responds to inbound e-mail questions. In this example, an individual sends an e-mail to the Bike Shop regarding “Orange Bike Flags”, and Bob uses InBoxHq to respond to the query.
Highlighted Features
Intuitive screen organization Advanced features incorporated into the ticket view. Ticket Properties, Vital Signs, and easy to understand Audit Logs. Clear presentation of the e-mail that created the ticket, as well as, numerous options to update the ticket Time saving professional features like an integrated spell checker and user defined signatures Ticket Status options that streamline the management process Impressive Customer presentation of the response Taking Tickets so only one response is sentManaging Communications (Part 2)
In a continuation of the first scenario, the Bike Shop uses InBoxHQ to manage multiple customer e-mails and customer replies to the Bike Shop’s responses.
Highlighted Features
Automatic Changes to Ticket Status when a customer reply is received Automatic reopening of ticket when response is received Updates to tickets are threaded in a clear history so users can understand the history of the ticket in a matter of moments Ability to track time associated with a ticket Merging tickets to increase efficiency Inserting contents from a user-defined template into a response to save timeTime Saving
The team at the Bike Shop gets an e-mail from a customer looking for the status on his recent order. They discover that there is a problem with the payment information. InBoxHQ helps them resolve the issue so they can ship the order on time.
Highlighted Features
Assignment of tickets to other users for their immediate attention Multi-user system use Use of ticket Comments for comments that should remain internal to the company Multi-user/department ticket flow with changing Ticket Assignment Ticket resolution that can be integrated with a reply to the customer's issue. Professional looking replies to the customer Easy methods for users to find and review a ticketCustomer Communication
The Boss of the Bike Shop gets a call from an irate customer who wrongly thinks he has been over-charged. The Boss uses InBoxHQ to quickly research the issue, develop a response and communicate with the customer.
Highlighted Features
Flexible and robust ticket search options Ticket view that gives the user a comprehensive understanding of the history within a matter of moments Ability to respond to an individual from any ticket at any time Method to include the ticket’s history in any response with a click of a button Organized looking e-mail that is generated by the system to the individualInternal Trouble Tickets
The main “Sprocket” on the Bike Shop’s bicycle making machine has broken. They can not make any bikes until it is fixed and the orders are stacking up. Bob uses InBoxHQ to research the part he needs from past e-mails, arranges the order and gets Billing to complete the process.
Highlighted Features
Database of past tickets can be searched for information based on a key word Ability to use tickets for vendor conversations Cloning Tickets to increase efficiency The use of the Emergency priority setting Department/User ticket assignment decreases issue hand-off black holesEmail Reply Templates
The Bike Shop just started selling bike chains and the sales have been great! The Boss notices that they are getting numerous e-mails asking installation questions. He knows that the answer needs to be precise because incorrect installation could lead to bike damage. He uses InBoxHQ to create a standard reply with the correct information and then communicates its existence to the team.
Highlighted Features
Ticket presentation gives users good understanding of a increase in a new issue Taking a ticket The use of the Quote & Reply option to increase the speed to resolution of the ticket How to create an E-mail Template How to choose & insert an E-mail Template Creating Tickets for Internal Communications to all users