About MailTank

MailTank originated from our work with over 100,000 customers. It quickly proved that groups who share access to email accounts with higher traffic can balance the workload and answer messages faster. This is why the heart of the MailTank is it’s queue driven workflow. Messages arrive in a central location for everyone in the group to see so they all know when messages are waiting for an answer. The MailTank workflow guides people through their work in the queues so each message gets the correct response in no time flat.

MailTank users answer email even faster thanks to the built in Rapid reply system - where templates to Frequently asked questions can be used to answer messages without spending time typing. Rapid reply can be used with individual messages as well as groups of similar messages. And all messages coming in and going out of your MailTank are stored in a living archive which contains all of the knowledge your business acquires talking to its customers.

You don’t have to give up your existing email addresses to use MailTank either - it is designed to keep your brand exactly where you need it, in front of your customer’s eyes. To use MailTank with your existing email accounts simply forward your incoming email to a private mailbox MailTank creates for you.

Ride the Tank. Add Value To the Customer Experience!

MailTank’s clearly defined workflow shows teams exactly what to do.

New messages arrive in the main queue page where everyone can see them and respond. This means getting answers to your customers faster. Each queue is organized with the ‘oldest’ messages at the top, but messages can be answered in any order.

There are five queues: Alerts - always easily seen at the top of the page; Assigned - for work assigned to a specific team member; Owned - for work you own; Pending - where most new messages come in, and Open - for work that’s been started but has not been finished.

Works with existing email systems

Messages are fed into MailTank’s queues from your existing email addresses. Incoming messages are forwarded to email boxes set up inside the MailTank specifically for your business. You can have up to 15 different mailboxes in your MailTank, with a team of people designated to work on each of them or all of them depending on your business needs. The MailTank works seamlessly with hosted and domain mail service, as well as most of the popular internet mail services like .mac, gmail, yahoo and many others, so customers receive your messages from your domain and never lose sight of your brand.

Contact information, drawn from the universal contact list inside your MailTank, automatically links to messages through email addresses and telephone numbers. You can import your existing contacts, enter them one at a time, or we can import them for you.

Within the body of each message is MailTank’s Reply box which places your library of template responses in a drop list right at your fingertips. Just pick your response from the list and send. Typing is no longer necessary to answer most customers.

The Comments box in the right margin allows you to add an internal note to any email message. It sticks to the message forever, so it can be seen by others inside your business. The notes are never seen by the customer whether you reply or not, they are kept for internal use only.

The MailTank builds a historical archive of all the email coming in and flowing out from your business. Using MailTank, your business is instantly compliant with all new eDiscovery laws.

RapidReply answers batches of messages at once

You can answer several messages at once from the main queue page using RapidReply. Select the messages you want using check boxes along the left margin and click the Reply link to go to the Mass Reply editor.

The features are very similar to those found in the individual Reply editor. You can select a template response from the library of pre-written answers to send off to your customers. The text of that response appears in the text files so you can customize it as necessary.

The recipient subject lines are displayed below the text so you can be certain you are sending the correct response to the correct set of customers. Once satisfied with the content of your reply, click the Reply button to ship the message off to all the folks you selected.

Manage workflow with Queue Manager

To help manage a team, if you have been granted queue manager status, you can view the contents of other people’s queues.

By clicking the login of any user in the user list, their queues become visible. A green arrow shows whose queues are being viewed. The arrow icon is only visible to the queue manager, not to individual users. Return to the normal view of the main queue page with one click.

Cross platform and mobile by design

It does not matter if your teams are in the same room or the same state. Using MailTank, they all have access to customer messages simultaneously from anywhere. Teammates can only see the messages they have access to view, they can be added or moved to other teams on the fly by an administrator, and with the Training Tank feature can be trained to work with your customers safely at any time.

MailTank can help make your business truly virtual. In today’s “Flat World” you can assemble a workforce in multiple locations and still accomplish necessary tasks as if all of you were working in the same office.