Customer service is one of the most important parts of a long term business, a brand. And for me, the biggest struggle was sharing an email inbox. I hated the idea of letting multiple people login to the same gmail / google account and then tag different emails and hope things didn’t get lost.
This is when I found Helpscout, a simple yet powerful way to share an email box with your team. Basically set your customer support email to forward to the helpscout forwarding mail and it goes into the system. Add multiple users and then there is the unassigned email box – then assigning those emails to different people in the team.
Simple, but for a business owner, powerful. This way you know who is doing which emails, and can see tags, automations etc. I don’t want to play the blame game, but when someone says the wrong thing to a customer, we can look back at the history, see which user in helpscout said what – and train the team on how to handle that better in the future.
If you are at the point where you want more than one person (ie yourself) replying to customer service emails, then I definitely recommend helpscout. It can get expensive as it is per month per user, but will pay for itself with happier customers and happier management.
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