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Vaishali Gopi
by on October 16, 2018
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Using a shared email inbox comes with a number of benefits for small businesses. It is one of the simplest ways to ensure every team member is on the same page. There is no denying the fact that using a shared email inbox can help you accomplish much more than just keeping a tab on your operational costs. That said it is not a ys the best solution, especially if your business is growing. When you scale your business, run of the mill email solutions often fall flat. Shared email inboxes have a number of limitations that can lead to confusion and chaos. Further, when your customer base increases, using Gmail or Outlook to communicate with customers can impact customer experience. Knowing that you need to look beyond conventional solutions is the easier part, ascertaining when is the right time for the transition is not. So how can you be sure its time to ditch your shared email inbox? Worry not! Just keep reading to learn about the signs that indicate using a shared email inbox would no longer suffice. 1.Your team is not receiving emails in a timely manner: You know its time to stop showing love to your shared email inbox when your customers keep on calling to enquire whether you received the email sent by them. As businesses grow and start receiving more emails, the situation gets from bad to worse. More emails get lost or accidently deleted and without a proper tracking mechanism in place no one is held accountable. 2.Often multiple team members respond to the same ticket: One of the major drawbacks of using a shared email inbox is that you cannot assign emails to different team members. With an increase in the number of tickets, the situation can quickly get out of hand. When different employees work on the same ticket, the customer may get different solutions. The lack of coordination between different teams not only creates confusion but may also reflect poorly on the business. 3.Your business’s response time is tormentingly slow: In this age of interactive chat tools, customers do not have the time or patience to wait for an email explaining the solution to their problem. If your team takes more than six hours to respond to emails, you might want to consider investing in agile solutions with workflows. 4. You are unable to track key performance indicators: When your customer base increases, tracking KPIs becomes difficult. Shared email inboxes do not have enough tools to help you ascertain the effectiveness of the efforts you have invested in improving customer experience. To measure key performance indicators such as average resolution time and your agents’ average ticket close rate effectively, opt for a ticketing system. 5.Emails keep on landing in inboxes of users they weren’t meant for: Shared email inboxes do not have any tools that allow users to separate internal notes and messages. The end result? Many emails are misdirected and end up in the inbox of a person who has no idea about the context. 6.Your agents are having a hard time keeping track of customer history: When a customer approaches your support team with a service request, they expect a speedy solution. To serve them better, your agent would need to dig into their history. They can learn about their past interactions by tracking email communication with them. The method, however, is time and effort consuming and your customers won’t appreciate waiting for hours or days to get a solution. 7.You’re having a hard time getting your house in order: When your business expands, using a shared inbox would mean a number of trivial tasks for you. You’ll quickly realize that you have better things to do than cc’ing people, tracking mails or coming up with labels. 8.There is too much Bcc’ing on mails: Bcc’ing people on mails can hurt your team managers’ efforts to enhance synergies and ensure collaboration between cross functional teams. When a ticket is raised, people in the Bcc list will stop receiving latest updates once the customer responds. When agents do not get regular updates, they are unable to keep a track of the ticket status. To avoid confusion, prefer using a ticket system that sends notification to every team member as soon as a new update arrives. 9.Using just email folders no longer gets the job done: When service requests increase, your team members will need to do much more than just categorizing requests. They will also have to set priorities, change task status on a real time basis and assign tickets to agents. A shared inbox, however, will only let them categorize tasks. To ensure your business’s growing needs are met, look for a solution that automates the workflow. A shared email folder cannot cater to the increasing demands of a growing business. If your business has grown by leaps and bounds during the past few months, now may be a good time to update your knowledge base on the alternatives to shared inbox. To start working in this direction, talk to a consultant who understands your specific business needs.
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