Some organizations may also want to use ‘Send as’ or ‘Send on behalf of’ for an internal group. The recipient (customer) would see the following:Ģ.
The support team member would see the following: Additionally, because all of the group conversation history is available, other team members will be able to see that specific customer emails have already been answered to. Subsequent responses from the customer also go back to the group, keeping all information in one place and making it faster for support representatives to respond to new inquiries. When your customers send email to this group, any member of the group could respond to inquiry in a timely fashion without disclosing their individual identity. can be set as group to receive all customer support inquiries. Collective knowledge of group helps resolve those customer inquiries faster and everyone on the team benefits from shared knowledge of the Group.ġ. This feature is particularly helpful in scenarios where you want to set up a group to connect with external customers. The consistent use of a single email address will help your customers develop recognition and trust-ensuring that your email messages are seen. If your business is looking for a lightweight, email-centric customer support solution, you’re in luck. Here's what Send on Behalf and Send As look like from the recipient’s perspective: But with this feature turned on, responses look like they come from the group rather than the individual. Like other groups in Outlook, members can read all messages sent to the group.
Because sometimes, that’s just what you need. With the new ‘Send as’ and ‘Send on behalf of’ feature, members of the group can respond to conversations using the shared identity of the Group instead of their individual personal identity - without losing the personal, individual touch. Today, we are excited to announce the ‘Send-as’ and Send-on-behalf of feature for groups in Outlook, which brings you one step closer to turning your email into a great customer support solution.
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