Email is one of the most frequently used methods of communication. Every day, the average person spends about 209 minutes checking their work email and 143 minutes checking their personal email. This means people spend an average of nearly six hours per day checking their emails.
Based on this data, it’s clear that checking emails can take up a significant amount of time in the average person’s workday. The amount of time your team spends checking their email may vary depending on several factors, including the number of inboxes they are monitoring.
This is especially true when it comes to customer service teams. Every member of your customer service team may monitor two inboxes on a daily basis: their own Gmail work account and the shared customer service account. The latter is an account shared by your customer service team that customers can contact with requests. It may have an address such as email@example.com.
If your team is monitoring more than one inbox, you can improve their productivity by teaching them how to manage multiple inboxes in Gmail.
One way to manage multiple inboxes is to create mini inboxes within your primary Gmail inbox so you can monitor all of your emails in one place.
Follow these steps to set up Google multiple inboxes in your primary Gmail account:
Once you navigate back to your inbox, you should see your newly created multiple inboxes.
There are some advantages to using Gmail to manage your multiple inboxes, including:
There are also a number of drawbacks to using Gmail to manage your multiple inboxes, including:
The short answer? No, this feature was not designed for customer service teams who need to manage multiple inboxes.
Why? Let’s say each customer service representative follows the steps above to redirect mail from the shared customer service account into their inbox. Now, they will be able to see email from both their personal work account and the shared customer service account in one place.
Problems can arise whenever this representative sees an incoming email from a customer in the shared customer service account. The representative immediately sees the request and begins responding to it.
However, what they don’t know is that another member of the team who also monitors this shared inbox is already responding to it, so the customer ends up getting two responses to their request. Plus, they forget to change the “from” email address before sending the email. As a result, the customer receives a reply from their personal work email address rather than the firstname.lastname@example.org email address.
This is just one example of why your customer service team should not use this feature to manage their shared inbox.
The most effective method is using a third party tool such as Keeping to increase the efficiency of managing multiple Gmail inboxes. Keeping is specifically designed to help teams manage shared Gmail inboxes.
It only takes a few minutes to start managing your shared inboxes using Gmail. Here’s what to do:
After completing these steps, download and login to the Keeping Chrome Extension and then head back to your primary Gmail account. You should see a new “Keeping” folder directly underneath your drafts folder. All emails from your shared customer service inbox will now be sent to this folder.
There are countless advantages to using Keeping to manage multiple Gmail inboxes, including:
Keeping is the best way for teams of any size to manage multiple inboxes within Gmail. It is designed with all of the features your team needs to effectively manage their inboxes, including:
These are some of the many reasons why small- and medium-sized businesses rely on Keeping to manage their inboxes and their customer service efforts. Start your free trial today to learn more about how Keeping can make it easier to manage your customer service efforts.