Google Groups are a great addition to Gmail, but they are not designed to help teams manage customer support. Many of our customers use Keeping as a replacement for an inbox that is being shared with Google Groups.
The #1 reason our customers decide to switch to Keeping from Google Groups is to make sure everyone has access to every message exchanged.
With Google Groups, email sent to your group email address gets dispatched to everyone on your team. But when a team member replies, their response will not get shared with the rest of the team.
Multiple people can end up replying to the same message and it becomes a mess to track who responded, especially if you use groups as a ticketing solution. This can create chaos and confusion for your team and more importantly, your customers.
Groups are sufficient to broadcast emails (i.e if you use Groups as a distribution list), but using the Google Groups collaborative inbox is not ideal if you need people to collaborate on customer support efforts.
Some alternatives to Google Groups are built for large enterprises with huge customer support teams. These tools are designed with dozens of features that overcomplicate things and make it harder for your team to get their work done.
Keeping, on the other hand, is designed for teams that provide more than customer support. Keeping is built with all of the features you need to successfully manage your customer support efforts, and none of the features you don’t.
A Google Groups shared mailbox is not designed with the features you need to efficiently manage your customer support requests. Keeping was designed from the ground up for teams that need to quickly and easily read, respond to, collaborate on, and resolve customer support requests.
Keeping converts every email in your Gmail inbox into an assignable help desk ticket. This allows you to share the workload by assigning customer support requests to different members of your team.
Communication is the key to successfully managing customer support requests. That’s why Keeping is designed with a notes feature, which your team can use to communicate what needs to be done, follow up on a task, or provide background information about a specific request.
Keep track of the status of each customer support request by marking them as Open, Closed or Pending. This will prevent customer support requests from falling through the cracks and ensure resolved requests don’t clog your shared inbox.
Keeping’s collision detection feature will tell you when someone else on your team has already responded or is in the process of responding to a customer support request. This way, you won’t waste your time working on a request that has already been handled by someone else.
Is your team tired of responding to the same questions over and over? If so, create templates that include the answers to some of the most frequently asked questions. Then, share them with your team so they can insert them into their email responses with one click of the mouse.
Keeping gives you access to the data you need to measure how well your team is performing. You can see an overview of important metrics such as the volume of incoming requests and the first response time.
Stop wasting time performing manual tasks. Use if/then logic to automate certain tasks, including task assignment, task prioritization, and the removal of spam and promotional emails from your shared inbox.
Are you using a Google Groups shared inbox to manage your customer support requests? If so, it's easy to make the switch to Keeping.
Simply add your unique Keeping email address to the Google Group, or switch your group to an alias and you are set!
Some traditional help desks hold your data hostage by not letting you have access to past emails if you stop using their service. But Keeping is not like other help desks. We understand that your emails are YOURS, not ours. Your emails will always remain in your email accounts even if you decide to stop using our service.
Want to see why Keeping is the best Google groups alternative? Start your free trial today. No credit card is required to sign up.
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