hints, tips, and resources for service
and support professionals, given in the spirit of
- Encourage readers to open their email
Tips from our featured GCS
2006 Speaker -
from our featured GCS Event Partner
Please see the in-depth program at
the Government Customer Support Conference.
This has to be one of the best programs we have ever had
for our Government Customer Support Conference. I
do hope you can join us.
Dear Friends and
What is the likelihood
your email will be opened and read? If you work in
a contact center and communicate with external customers
via email this can be a critical business consideration.
If you work in a help desk an unopened email can mean
another call into the help desk.
sharing information, particularly in email. In
fact, I started writing eSharings in 1988 when I worked
at U S West Communications, now Qwest. I was
sending the newsletters over the mainframe using the VM
system. Our readers who used to work
during the early mainframe days likely remember the VM
We had 76 help desks and
numerous IT departments across 14 states at U S West
Communications. This was
just after divestiture of the telephone companies, which
is the reason for so many groups. Our newsletter kept the
help desks connected. Numerous contributors from across
the states made this
effort incredibly successful. They called me the
Over the years, the
list has now grown to over 10,000 readers worldwide.
to share this with you is to help you think in terms of
"open rates" of the emails sent to your customers
and end users.
Firewalls, SPAM blockers and people being inundated with
emails have significantly reduced the open rates of
emails. If you serve external customers, and
include any sort of up-selling in your notices,
obviously a high open rate is important.
In the help
desk world, an unopened email that may be the solution
to an end user's issue or unopened help desk
newsletters typically means additional calls to the help
way to get people to open an email is the words used in
the subject line. In research to encourage readers to open and read our newsletters I have come across
some useful ideas. Hopefully, these ideas will
help increase your open rate as well.
recently analyzed over 40 million emails sent
from customers through MailChimp, and found the ones
with the highest open rates and the ones with the lowest
open rates. The ones with the best open rates of
60-87% included subjects like:
Sales & Marketing Newsletter
the [COMPANYNAME] Update (Oct 31 - Nov 4)
Staff Shirts & Photos
[COMPANYNAME] May 2005 News Bulletin!
[COMPANYNAME] Newsletter - February 2006
[COMPANYNAME] and [COMPANYNAME] Invites You!
ATTENTION [COMPANYNAME] Staff!
Invitation from [COMPANYNAME]
[COMPANYNAME] Jan/Feb 2006 Newsletter
Upcoming Events at [COMPANYNAME]
[COMPANYNAME] Coffee Exchange - Post-Katrina Update
with the lowest open rates from 1-14% included subjects
Minute Gift - We Have The Answer
Valentines - Shop Early & Save 10%
Gift Certificate this Holiday
Valentine's Day Salon and Spa Specials!
Certificates - Easy & Elegant Giving - Let Them
More Advertising Value From Your Marketing Partner?
[COMPANYNAME] Moves You Home for the Holidays
Technology Company Works with [COMPANYNAME] on xxx
There is an
obvious pattern in these examples. People don't
typically open emails that look like advertisements.
There are more of these examples posted on the
MailChimp's website. They offer suggestions to
increase the open rates and share conclusions from their
They have many useful resources including templates on
Queen has a very good website for all sorts of solutions
for online communications too. This
is one of my favorites. Alexandria not only offers
useful ideas, she is an incredible speaker. Check
out the articles and other resources posted on her
I hope this
week's eSharings gives you some new ideas when you send
your emails. Whether you send to a large list of
readers or individual people, the subject line has a
direct impact if they open and read your email or not.
"Increase sales to your call centers and decrease calls
to the help desk by using the best subject line for the
results you want."
week, may your days be full of fun and inspiration.
High Tech High Touch Solutions
Would you like to attend the 8th Annual
Help Desk Professionals Conference or the 5th Annual
Government Conference, but funding is an issue. Email
firstname.lastname@example.org and we will find a
way to make it possible for you to attend.
accepting requests for event partners, speaker proposals, and board member applications
8th Annual Help Desk
Professionals Conference and Expo.
TIPS FROM THIS WEEK’S FEATURED
GCS 2006 SPEAKER: (top)
CEO, VoIP Institute,
Peggy is the
CEO of the VoIP Institute, Inc., an international
organization to bring together users and potential users of
VoIP to share case studies, best practices, and management
information. She has 17 years background in converged voice
and data technologies with a particular focus in IP contact
center. She also has her own consulting practice.
Don’t miss Peggy's very timely talk
Government Contact Centers: Multi-Channel Options for
Reduced Cost Over Distributed Locations
5th Annual Government Customer
Support Conference and Expo.
is sponsoring Peggy.
Please join her for this dynamic
session. (Register now!)
There will be a VoIP
Institute meeting held at the conference. You
do not have to be an attendee to the conference to
attend the VoIP meeting. It will be held on
June 15th from 7:00 - 9:00 AM at the Sheraton
Crystal City in Arlington, VA. Everyone is
welcome to attend this session.
Government customer support conference and
June 14-15, 2006
Sheraton Crystal City in Arlington, VA
Have you seen the program "The Deadliest Catch?"
Phil Smith from NOAA in Alaska will be presenting at
Government Customer Support Conference
in Arlington, VA June 14-15, 2006. His
"Deadliest Catch": Fishing in Alaska - Supporting
the General Public and Government Agencies
going to be very informative.
He's the one that has to tell the fishermen and agencies
how many they can catch. The techniques they use
to communicate with the public and internal agencies
will be invaluable to your own customer service efforts.
Nisley, one of the favored speakers from 2005, returns
to teach us how to successfully implement a 311 service.
"Customer Service in Local Government: How Hampton,
Virginia’s 311 Customer Call Center is Providing ‘Customer
Delight’ to Residents and Tax Payers
very useful to any organization pursuing or already in
the throes of implementing a 311 service.
speakers have prepared very advanced and educational
sessions to share with you.
Check out the
detailed program to see
the many other excellent sessions the speakers have
Our focus has always been, and always
will be on you and
your professional and personal needs.
have really pulled together some incredible material. Many
of them will be handing out individual templates, resources, and
white papers for you to take home.
Program details: Posted at
sponsors can email us directly at
are a limited number of these exclusive sponsorship
Free World Bank
World Bank is giving
GCS attendees a personal tour of their support center.
After the tour there will be a one-hour
interactive discussion. There are a
limited number of seats to join us on this tour, so be
sure and email us at
away to get on the list to join us. The tour
will be from 9:00 - 11:00 AM on June 16th, 2006.
hope you will
you join us in Arlington
Government Customer Support Conference
June 14-15, 2006 for this opportunity to learn
how to successfully address the most critical challenges
in our industry.
FROM OUR FEATURED SPONSOR
The world of customer support does not sit still—not for
the private sector or the government. Citizens are
expecting more from their government service
interactions, driven in large part by their experiences
in the commercial sector. But government budgets—whether
for localities, states, provinces or central
governments—are under scrutiny, making large investments
more challenging to justify. Agencies must deliver
effective service to the public while also managing or
reducing overall costs.
See BMC's solution to address these considerations.
There is a white paper you can access from this webpage
on this topic as well.
BMC offers white papers, resources ands success stories
on their website at
BMC Software's site
for more information on their solutions
We hope you enjoyed this edition of
eSharings. Feel free to reprint this newsletter in its entirety with our
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