|
How does the "Response Day and Time" get set?
When a customer submits a question, they receive a receipt with a statement that says "We will respond by XX date and YY time" - how does the system set the "respond by" date and time?
When eyemg.Respond is configured, we enter your company's business (or customer service) hours of operation and also the days that your company observes holidays. The system will look at your business hours, holiday schedule and your desired "maximum hours to respond" and figure out the date & time that gets presented to the visitor.
Example: If you have a "Respond By" time of 8 hours... and your hours of operation are M-F 9am-5pm, and a customer sends a question in at 4:00pm on Friday afternoon, they will be told they will receive a response by 4:00pm on Monday.
If you had a holiday on Monday, they would be told to expect a response on Tuesday at 4:00pm.
|
