My company has decided to do an overhaul to their customer services on the web and we really need an email system that can be tracked easily. Currently, we have about 6 reps that respond to incoming emails and all of those are stuck in their personal boxes once they finish replying. Not a very good system. We are going to SMTP our current customer service box so all emails, regardless of who they are sent from, will be sent from Customerservice instead of a personal email box. However, we are looking at doing this in a forum type setup internally. We receive emails from customers, we answer them through a forum type setup and it sends the email out like normal to the customer. Anyone have any ideas who I can check with. It's a pretty tough google search and the companies that I have found are not terribly impressive.
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