Millions of companies rely on Gmail to communicate with vendors, employees, business partners, and customers. Gmail is easy to use, reliable, and secure, which is why it’s one of the leading email service providers.
Using Gmail to send and receive emails is simple and straightforward. But things become more complicated when you need to collaborate with the rest of your team, especially if your team is sharing a Gmail inbox to manage customer support requests.
One option is adding a collaborative inbox in Gmail instead of using a standard Gmail inbox for customer support requests. How does a collaborative inbox work? What are the pros and cons of using a collaborative inbox for customer support requests? Here’s what you need to know:
Google Workspace, which was formerly known as G Suite, is home to countless computing, productivity, collaboration, and other tools. Many companies assume that there are Google Apps for email collaboration that can be used to turn Gmail into a team-friendly help desk for customer support requests. However, that’s not the case.
There are currently no Google Apps for email collaboration available. If you want your team to use Gmail to work together on customer support requests, the collaborative inbox is the only option that Google offers.
As its name suggests, the Google collaborative inbox is an inbox that teams can use to work together on emails. Everyone who has access to the collaborative inbox will be able to read and respond to emails sent to the account. But no matter who responds, the email will be sent from the group email address rather than the individual’s own email address.
For example, say you give everyone on your team access to a collaborative inbox for the email address email@example.com. Now, everyone will be able to work together on resolving incoming customer support requests. But regardless of who responds to a message sent to this collaborative account, the email will come from firstname.lastname@example.org.
Because it was designed specifically for collaboration, the collaborative inbox is built with helpful features that will make it easier for your team to work together. One of these features is the ability to assign tasks to other team members. This allows your team to assign incoming customer support requests to each other so everyone can share the workload.
You must create a group in Google Groups in order to set up a collaborative inbox in Gmail. If you are already a part of a group, you can skip this section. Otherwise, follow these steps to set up a group in Google Groups:
Now that your group is set up, you can move forward with adding a collaborative inbox in Gmail. Follow these steps:
Now your collaborative inbox is set up. Everyone who is a part of your Google Group will automatically be given access to your collaborative inbox.
It’s important to note you must be the group owner or manager to create a collaborative inbox. If you aren’t assigned one of these roles, reach out to the person who is to ask them to create a collaborative inbox for your group.
It’s important to understand the benefits and drawbacks of adding a collaborative inbox in Gmail to manage your customer support requests. Some of the benefits of using a collaborative inbox in Gmail to manage customer support requests include:
There’s no doubt that there are some benefits to using a collaborative inbox in Gmail to manage customer support requests as a team. However, there are also a number of drawbacks to this option, including:
Even though the Gmail collaborative inbox was designed to promote teamwork, it was not built specifically for customer support teams. As a result, it does not have the features your team needs to efficiently manage customer support requests. Fortunately, Keeping does.
Keeping was built exclusively for customer support teams. It turns your Gmail account into a help desk and customer support tool. The best part? It works directly inside Gmail, which means you can access all of Keeping’s features without leaving your inbox. Some of Keeping’s many features include:
Getting started with Keeping is easy. Just connect your email account to Keeping--that’s all it takes. Learn more about how Keeping works by starting your free trial today.