![]() Hiver – the world’s first Gmail-based customer service software takes care of all the inefficiencies of Gmail, and gives you everything you need to efficiently manage common mailboxes - here’s how: Access, ,, from your inbox Hiver – the ultimate alternative to effortlessly managing any Gmail Shared Mailbox There is no way to know who is doing great at support, or how does the average response time look.Īs a company grows, it is critical to track every aspect of support activity, and you just can’t achieve that using Gmail. This is especially relevant to customer support teams. ![]() The customer can see the internal communication that went into solving the problem - an absolutely unprofessional behavior on the part of the company. They solve the problem by exchanging a few emails and finally send a reply to the customer on the same thread. The rep needs a little help and forwards the email to a teammate. Internal and external communication can cross pathsĪ customer email arrives at email and a representative starts working on it. ![]() This is especially relevant to customer support teams who have to get back to the customer in as little time as possible. You’d have to reach out to everyone who has access to the mailbox, identify who worked on it, and ask them what happened. There is no natural way to know what’s the status of emails your team is working on. Who is supposed to follow up with the customer? Are they waiting for a brochure or something? Have they reached out before? Nobody in the team will have a complete picture of the situation. When there is no way to establish who is working on an email, things can become confusing quickly. The rest of the team has no clue who took it up. Lack of ownershipĪ new email comes to email address and the first salesperson who sees it starts working on the lead. When one person is already working on a support email and nobody else knows about it, there is a good chance someone else might take up that email too - unnecessary duplication of work.Įven worse of both of them happen to write to the customer with the same question or the same update. The team will never be on the same page about who is working on what. Let’s say an email comes to address and a representative starts working on it immediately - others in the support team who have access to the account have no way of knowing this. The only way to delegate tasks inside Gmail is forwarding the email to James’ email address - amounts to unnecessary email clutter.Īpart from that, forwarded emails can easily get lost in the trenches of email every inbox receives. Mail delegation is haphazardĪ new email arrives at email address and it needs to be assigned to James. The list of inefficiencies in using Gmail Shared Mailboxes is long. The user interface is completely different from the Gmail that we are used to, and it does a lowly job at collaboration. Second, create a Google Group, turn it into a collaborative inbox inside Gmail and add your teammates to it.īut, the Google collaborative inbox is a popular disaster. Your team grows beyond that and the shared account gets blocked. The biggest limitation is with Google, you can grant access to a Gmail shared mailbox to a maximum of 25 users. There are two common ways to manage a Gmail Shared Mailbox group:įirst, share the credentials with the members of your team or give them delegated access, and they can log into the email account individually. ![]() Inefficiencies of the Gmail Shared Mailbox While having a Gmail Shared Mailbox would make it easy for companies to communicate with everyone from one inbox, they do a shoddy job at team collaboration. Most companies that use Google Workspace (formerly G Suite) have a Gmail Shared Mailboxes for group email addresses such as, , or for managing communication with customers, vendors, job applicants, or anyone else outside the company.
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