Quote:
Originally Posted by Peter_
Now our friend Ferretuk seems not to understand the difference between stock emails such as KANA and someone using their corporate email address in a reply, to personalise an email can open a can of worms as that person can look on you as their own personal helpdesk or even post the email address online which can cause issues for the agent.
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Same advice - read what I've written again. At no point have I ever asked for a personal email address. I have, however, said that customers deserve personal emails...
For the sake of clarification:
Personal email address - The address by which one receives emails
Personal email - Email message containing information relevant to the recipient
While we're at it, KANA is the name of a commercial CRM system I believe, not an email 'type'...