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This was a somewhat unique situation. One guy gets an error message when he tries to log on to a certain site. He then sends an excellent mail asking for help to two places.
1) The site he has to login to
2) The company hosting the login server
Fun part? Since my call center is located at (server host company), my colleagues and I answer the emails on both the addresses he sent this to. Basically, we had to figure out what (server host company) was to write back, since I had already answered from (sitename), and sending completely identical answers from the same person, but from two different companies, might look a bit strange.
We eventually agreed that my coworker, S, would compose a brief mail about (sitename) contacting (server host company) stating that they'd take care of the matter, so the user should be in good hands.
S: "There, that should do it."
Me: "Hm. And in what way did I contact you, pray tell?"
S: "You tapped me on the shoulder."
1) The site he has to login to
2) The company hosting the login server
Fun part? Since my call center is located at (server host company), my colleagues and I answer the emails on both the addresses he sent this to. Basically, we had to figure out what (server host company) was to write back, since I had already answered from (sitename), and sending completely identical answers from the same person, but from two different companies, might look a bit strange.
We eventually agreed that my coworker, S, would compose a brief mail about (sitename) contacting (server host company) stating that they'd take care of the matter, so the user should be in good hands.
S: "There, that should do it."
Me: "Hm. And in what way did I contact you, pray tell?"
S: "You tapped me on the shoulder."
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