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Regarding timing:
Suggested standard procedure:
21.00 our local time is the bginning of the day in the US, our main market. Since it will be good if people can happily start their day with the hotly awaited email from JC in their inbox - it would be best to have all emails sent off by that time, that is 21.00 our local time.
Since your main time for students is inbetween 17.00 and 21.00 may I suggest that we try to make it a fixed practice that the customer emails are posted here by 17.00. This will also be ideal since we could actually schedule to process them from 17.00 to 18.00.
As I said earlier, we usually do not reply to new contacts in the evening, rather we respond to ongoing customer issues. However, we will try to post them as soon as they come in.
Those new contact emails that arrive during evening should best be replied to by the end of the next day.
Replying to US customers on the same day:
When received here in the evening:
The customer sent the email in the morning, likely from the office. If we send the reply in the early morning of the next day, it will arrive at the customer in the evening time the same day they sent the email, but likely at home.
When received here in the morning:
The customer sent the email in the evening from home. If we send the reply on same day, the customer will receive the email the following morning either at home or at the office.
Suggested standard procedure:
21.00 our local time is the bginning of the day in the US, our main market. Since it will be good if people can happily start their day with the hotly awaited email from JC in their inbox - it would be best to have all emails sent off by that time, that is 21.00 our local time.
Since your main time for students is inbetween 17.00 and 21.00 may I suggest that we try to make it a fixed practice that the customer emails are posted here by 17.00. This will also be ideal since we could actually schedule to process them from 17.00 to 18.00.
As I said earlier, we usually do not reply to new contacts in the evening, rather we respond to ongoing customer issues. However, we will try to post them as soon as they come in.
Those new contact emails that arrive during evening should best be replied to by the end of the next day.
Replying to US customers on the same day:
When received here in the evening:
The customer sent the email in the morning, likely from the office. If we send the reply in the early morning of the next day, it will arrive at the customer in the evening time the same day they sent the email, but likely at home.
When received here in the morning:
The customer sent the email in the evening from home. If we send the reply on same day, the customer will receive the email the following morning either at home or at the office.