RNT Spam FilteringMichael Del Valle

Briggs & Stratton

Michael Del Valle

•In business 100 years- worlds largest small engine manufacturer

•Using RNT since 1999 - v3

•14 interfaces

•Didn’t understand the impact of having a “correct” URL, Mailbox name, etc.

•Manage customer EMs, not Spam.1-14-09 Mug

RNT Spam Filtering in 3, easy steps

Michael Del Valle

•Set up RNT mailbox to receive undeliverable messages

•Set up Barracuda Spam Filter to quarantine all suspect spam

•Check with the filter each day to “approve” e-mail into RNT queue or “decline” Spam1-14-09 Mug

OK, so there’s more to it…

Michael Del Valle

•You will need to check your e-mail (not in RNT) for undeliverable messages-

•What do you do with them? Fix? Ignore?

•What happens when customer provides bogus contact info?

•You will need to determine what is Spam and what isn’t

•Often means opening suspect subject lines.

•Barracuda Spam filter works best with at least 200 identified Spam AND non-spam e-mails

•What do you do with those e-mails that sneak past and get in the queue? – Set to Answer or delete from queue.1-14-09 Mug

So, why do it at all?

Michael Del Valle

•Saves time and confusion

•Reps will not see Spam in RNT queue

•You (reps?) will not have to take time to open and decipher from within queue

•Accuracy and integrity of e-mail analytics numbers

•Improves Cust Sat- you will have opportunity to see if customer e-mail bounced-might want to call customer?

•Customer Support/Service - Identifies customers with incorrect email addresses and provides an opportunity to fix customers mistakes. Customer does not have to be involved.1-14-09 Mug

Set Up RNT Mailbox

Michael Del Valle

•Allows returned messages to be delivered to Admin personnel

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Set Up RNT Spam Filter

Michael Del Valle

•RNT Custhelp- My Stuff > My Overview>Spam Filtering

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Set up RNT spam filter

Michael Del Valle

•Barracuda filter Portal- NOTE: Arrows are another server/Login

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Turn off any pop-up blockers

Quarantined Spam list

Michael Del Valle

•This is the “holding pen”- but we need to modify the settings first

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Preferences - Whitelist/Blacklist

Michael Del Valle

•Add Admins EMs to the whitelist

•Use blacklist if Spam gets into queue - typically because you told the filter it wasn’t spam.

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Preferences - Quarantine Settings

Michael Del Valle

•Enable Quarantine- Yes

•Quarantine Notification – Add Admin EM. Set for Daily.You get an EM when there is something in Quarantine, but only once a day, or week, or never.

•Save Changes – ea. sect.

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Preferences - Spam Settings

Michael Del Valle

•Enable Spam - Yes

•System Defaults – No

•Tag=10, *Quar.- can start with 0, Block=10

•BBL- Needs to be @ 200 min. for each before filter works better - How do you get there? Select from list

•Save Changes – ea.sect.1-14-09 Mug

* Setting to ‘0’ only places suspected spam in Quarantine. Change setting as you reach the “magic 200.” Balance between queue and Quarantine

Now you can start sorting

Michael Del Valle

•Some Spam is obvious, others-not so much. Double click to see what it really is

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Double Clicking opens EM

Michael Del Valle

•You can then go back and deliver “Classify as Spam” or not

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Now you can start sorting pt.2

Michael Del Valle

•If you are not sure – “Deliver” Don’t select from Spam or Not

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What does the Queue look like?

Michael Del Valle

•Look Ma, No Spam! But, you may have to find contact info

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But…the work isn’t over; check your EM

Michael Del Valle

•CAPTCHA- Completely Automated Public truing Test to tell Computers and Humans Apart

•Mail Delivery Failure

•Undeliverable message

•Customer replies from a different EM, other than was used in original Ask a Question form

•Might see an EM that was delivered in Queue1-14-09 Mug

How do you “fix”?

Michael Del Valle

•Sometimes, you can’t “fix”

• View Message- you@yhoo.com, me@hotmial.com, etc. - easy fixes.

•See if contact info is available

•Google

•Unfortunately, AOL, Yahoo, Earthlink, etc. sometimes gives “false” positives

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Making sure your reply isn’t considered Spam

Michael Del Valle

•Subject Line Setting- First sentence of customer e-mail is subject

•Use a Logo in your header

•Make sure your “Display Name” makes sense

•From: “Your brand eSupport”

•Can you create a “branded” Mailbox?

•yourbrand@custhelp.com

•What is RNT doing?

•Recent re-listing with Mail Whitelists•Nov ’08 release- Unified Email Bounce Management-Automatically handles hard-bounced emails and provides agents with delivery information regarding bounced emails. Improve customer communication, customer data management, and reduce time required to manage bounced email information.

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Questions?

Michael Del Valle1-14-09 Mug