Are you in the market for a powerful customer service system to better manage the support email you receive?
The simplest way of managing customer support requests for many start-ups is via email. Typically, the business will create a “support@” address which is directed to a shared Gmail inbox, and it’s from here that customer support staff monitor and respond to requests and complaints from customers.
This is quite normal behaviour for start-ups because most don’t have funding for customer support solutions and/or IT resources. However, as these start-ups begin to expand and grow their businesses, they quickly discover that managing customer support via shared inboxes becomes difficult and inefficient.
This is the reason you need a support system designed to help you answer customer’s email more quickly and more efficiently.
We recommend you look at Keeping™:
Gmail + Keeping™ = an ideal support system.
Reasons to use a support system
Below we’ve listed the main signs to look for, indicating that it’s time to move away from a shared inbox in order to take care of your customer service needs.
- Duplicated Responses
Because there’s no way of directing emails to different agents, it often occurs that customer support staff unknowingly respond to, or work, on the same customer email. And, to make matters worse, many times the customer will receive a different response. This is commonly known as Agent Collision, and it looks bad for your business because your customers get the impression (rightfully) that, not only are you unorganized, but there’s a distinct lack of communication between your customer support personnel.
- Email Folders Have Limited Functionality
Email folders can be very helpful when categorizing customer requests, but their functionality is very limited. With email folders, you’re unable to automatically assign a priority level to certain customers or assign specific emails to specific agents, which means you’re unable to effectively automate the process of responding to customers’ requests.
- Your Customers Notice!
Be assured that your customers are very aware of your slow response rate! When your support staff are slow in responding to customer requests, your customers notice; particularly in today’s world of mobile and social connectedness. Today’s savvy customers expect to receive an instant reply to their request, and many businesses discover the hard way that unhappy customers are not shy about being vocal about their bad customer service experiences.
- Customers Are Moving to Social Media
Today, there’s a definite swing away from email and towards social media. It’s true that email is still a very important means of communication for customers; however, when these same customers don’t get an instant email response, more and more they’re moving to social media. If you’re noticing a decline in email requests, then it’s probably time to implement a comprehensive support solution that not only manages email, but all your customer service channels.
- The Problem with Emails
We all know that emails get lost and accidentally deleted, and with a shared inbox no-one is accountable. Searching for lost, buried, or deleted emails can lead to frustrating problems for your customer support staff. These types of situations can only increase as your business grows, which is why it’s imperative that you create workflows to automate your customer service processes.