Your customers are the lifeblood of your business. Keeping them happy is crucial to your company’s success. But managing your relationships with your customers isn’t always easy.
Many small- to medium-sized businesses use Gmail to field customer service questions, concerns, and other requests. Everyone on your customer service team needs access to incoming customer requests. To do this, experts recommend creating a Gmail shared inbox for your customer service team.
How does it work? How can you set up and manage your Google apps shared mailbox? Read on to find out what you need to know.
As its name suggests, a shared inbox is an inbox that multiple people can access and use to send and receive emails.
A shared inbox is typically used to help sales or support teams manage incoming and outgoing messages.
For example, you may want to create a shared inbox for addresses such as firstname.lastname@example.org or email@example.com. This way, every member of your sales or support team can access the inbox to read and respond to emails just as they would if they were the sole owner of the inbox. Regardless of which member of your team responds, the email will be sent from the shared email address.
To access the shared mailbox, users simply need to log into their email account. They don’t need to create a unique log-in and password for the shared mailbox.
Creating a shared Gmail inbox is easy. Follow these steps to set one up:
Now, each person who you grant access to will be able to view the shared inbox whenever they log into their email account. Repeat these steps to add additional members of your team to the shared inbox.
If you need to revoke someone’s access to the shared inbox, visit the same Accounts and Import tab in your settings. Scroll down to the “Grant access to your account” section. You should see a list of email addresses that currently have access to your shared inbox. Click on “Delete” next to the email address you wish to remove from the shared inbox.
Are you having trouble granting access to someone on your team? If so, check the email address you are entering. You can only add other people from your company to your shared inbox, so it won’t work if you are trying to grant access to someone using their personal email.
If you’re still unable to grant access to someone, check your settings. The “Require user to change password at next sign-in” option needs to be turned off. If it’s not, you won’t be able to add new users to your shared inbox.
There are many reasons why you should consider setting up a G Suite shared mailbox for your customer service team. Some of the benefits of a Gmail shared inbox include:
Grow with your business. As your business grows, so can your shared inbox. You can give new members of your team access to the shared inbox at any time.
There’s no question that there are countless benefits to creating a shared inbox for your customer service team. However, Gmail’s shared inbox product is far from perfect.
A shared inbox looks and works just like a standard Gmail inbox. The standard Gmail set-up may work just fine for an individual account, but it is not ideal when multiple people are using the same inbox. Because of this, you may encounter several challenges when using a shared inbox, including:
There’s no way to delegate customer requests to specific members of your team using Gmail’s shared inbox. As a result, multiple customer service representatives may start working on a request or responding to an email at the same time.
The customer may receive two responses from different members of your team, which can create confusion and chaos. Duplicating efforts is also an inefficient use of your team’s time. Avoiding this scenario is one of the main challenges that teams will face when using a shared Gmail inbox.
Not being able to delegate customer requests to members of your team could also lead to other problems. For example, say a customer request comes in via email. Everyone on your team sees it in the shared inbox, but they all assume that someone else will handle it. Because everyone makes this assumption, the customer never heard back from your company.
Because you can’t assign tasks to other team members in a Gmail shared inbox, there’s no way for you to ensure that everyone on your customer service team is pulling their weight. This can result in unbalanced workloads across your customer service team.
There’s no way for team members to communicate or collaborate with one another in Gmail’s shared inbox. This tool does not have built-in communication features, which means your team may need to use a third party instant messaging or project management tool to discuss a specific task.
Having to switch back and forth between an inbox and a third party tool can complicate things. For example, say one customer service representative uses an instant messaging app to ask their team lead a question about a specific request from a customer named David A. The team lead opens the shared inbox to look up the request. However, the team lead accidentally opens a request from a customer named David B. instead. Because the team lead is looking at the wrong request, they provide incorrect information to the representative who is trying to resolve David A’s issue.
Fortunately, there is a way to overcome the challenges of sharing a Gmail inbox. Keeping is a third party tool that turns your shared inbox into a help desk. Using this tool, your team can convert customer service email requests into trackable and assignable tickets within Gmail.
Why do small- and medium-sized businesses love Keeping? Let’s count the ways:
To learn more about Keeping, start your free 14-day trial today.