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In my Support space, my agents answer both internal and external customer support requests. In the current UX, my agents cannot tell by the email recipient list whether a reply all is going to internal customers or external customers. This is because only the contact name is displayed. In order to understand whether the customer is internal or external, my agents need to see the email extension (e.g. @microsoft.com). This information is important because we cater our messaging to each audience. Without visibility to whether the customer is internal or external, my agents are having to take the extra step of clicking into each contact or scrolling down into the previous emails in hopes of finding their extension before they can determine the best communication to send. Any sort of signal to the agent (hover-over, color-coding, email display) to help save the step of investigating who each recipient is will enable us to deliver a quality, customer-focused experience, while saving operational time.

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.

Sincerely,

PM,

Microsoft.

Comments

D

Good afternoon team. This is a very important and critical feature that should be revised. Having the Agents to click on the contact or the account to review the email address is inefficient and in the event that the contact has more than one email is even worst, since we need to go to Outlook inbox to identify from what email address the contact sent the email communication. Please include it your roadmap, user adoption is very hard and things like this will be very helpful for them.
Thank you

Category: Customer Service (Case Management / Queues)