Many businesses instruct their customers to contact them via email for questions, comments, concerns, and other types of support requests. These requests are typically sent to generic email addresses such as email@example.com or firstname.lastname@example.org. Managing these requests is a lot of work for one person, so multiple people are usually tasked with monitoring and responding to these customer support emails.
But can you share an inbox in Gmail? Yes. In fact, there are four different ways to manage a shared inbox.
It’s important to learn more about each of these options before deciding which one is right for your business. So what is the best way to share a Gmail inbox? Here’s what you need to know:
Keeping is a customer support tool and help desk that is designed for teams that do more than provide customer support. This is the best shared inbox app for Gmail because it turns every email into an assignable help desk ticket that can be sent to other members of your team.
There are countless benefits to using Keeping to share a Gmail inbox. Even though it is a third party tool, it works directly inside Gmail. This means your team won’t need to learn how to use a new tool in order to use Keeping. They also won’t need to open another program or window to take advantage of Keeping’s features.
Keeping is designed with all of the features you need to effectively manage your customer support requests, including:
In addition to all these features, Keeping is incredibly cost-effective, easy to learn, and helps keep teams organized and provide optimal support to their customers.
The third option is using a Google collaborative inbox. This option allows members of a Google group to access, read, and respond to emails in a shared inbox.
Any Google Group can be turned into a Google collaborative inbox. To set up a collaborative inbox, follow these steps:
It’s important to note you can only create a collaborative inbox if you are the owner or manager of the group.
The main benefit of a Google collaborative inbox is you can invite multiple members of your team to read and respond to emails from one email address without sharing your login information with them.
Google collaborative inbox is also designed with several features that can make managing customer support requests easier. For example, this tool allows you to assign email conversations to different members of your team so you can make sure everyone is handling their fair share of customer support requests.
However, there are drawbacks to using a Google collaborative inbox. First, the Google collaborative inbox layout is very different from the traditional Gmail inbox layout. It’s not nearly as user-friendly, so it may take some time for your team to adjust and learn how to use it properly.
It’s also not designed with all of the features you need to effectively manage customer support requests. For example, there’s no way to tell if someone else has already responded or is actively working on a response to a customer support request. As a result, multiple people on your team may work on the same request without realizing that it’s already been handled.
It also lacks reporting, automation, and communication features that your team needs to improve the efficiency of responding to customer support requests.
The final option is using mailbox delegation to share a Gmail inbox. Delegating simply means you are giving another user access to your Gmail inbox. This person will be able to read and respond to your emails. However, they will not be able to perform certain actions such as changing your password or chatting with others via Google Hangouts.
To add a delegate to your inbox, follow these steps:
You can add up to 10 delegates to your Gmail account.
Just like a collaborative inbox, mailbox delegation does not require you to share your password with other members of your team. This is the main benefit of this option.
Unlike the collaborative inbox, this option does not offer any additional collaborative features such as task assignment or status updates.
Furthermore, if a delegate responds to one of your emails, their response will be sent from their email address, not yours. This may confuse customers who aren’t sure why someone else is responding to a request they sent to your customer support email address. This can also make it incredibly difficult to keep track of which requests have already been handled and which still need to be addressed.
This option is not ideal for customer support teams. However, it may be effective for executives who want their assistants to be able to read and respond to emails on their behalf.
The first three options are all provided by Google. None of them are designed specifically for teams who need to manage customer support requests. Fortunately, there is another option available
See why Keeping is the best shared inbox for Gmail by starting your free trial today.