Managing customer relationships is necessary for every business. Whether it’s solving customer issues or answering inquiries, companies use different tools to carry out daily customer interactions.

Maintaining good customer relationship is key to customer loyalty which can only bring you more of the same. In order to solve and organise customer issues in the most efficient way, companies must find a convenient software for managing emails.

How often have you wanted to reach out to a company but they only had a support@ or help@ email? When you send an email to a company with an issue or inquiry, they first need to delegate your email according to the type of problem or information. The email will end up going back and forth between people responsible for resolving the issue.

This not only creates clutter but also hinders effective teamwork and eventually, leaves customer unhappy.

To Each Their Own (literally)

It’s difficult for an individual to manage an influx of emails every day. Forwarding emails is not a way to handle customer requests either. Also, migrating to external platforms would take time and significant effort for teams to adapt.

Gmail in itself does not have the capabilities to give access to a large number of people to one shared inbox. So what exactly are you supposed to do if you don’t want to leave Gmail? Let’s look at the case study of an online travel agency that managed to achieve a 100% SLA completion rate.

The agency is one of the five biggest online sellers of flight tickers in Europe. They were using Gmail lists to delegate incoming emails to members of the team. Each member would get every single incoming email in their inbox. The manager also had a hard time overseeing the team’s workflow.

What they did is incorporate a shared inbox. Each incoming email is sent to a shared inbox. Members access the same email synced across inboxes. When one member deletes an email – it is deleted for everyone. Equally, when one member replies to an email, everyone can see that.

The end result? The team is always on the same page with handling customer requests. Enormous time saved on who is working on what and as a result, better customer service and improved customer retention.

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