5 Reasons You Should be Talking About Shared Inboxes

Workers spend more than 4 hours a day checking email. Email isn’t dead. According to Adobe Digital Insight’s, time spent with email is up 28% since last year.

Serving group email addresses like sales@, support@, etc can be difficult to stay on top of. This means bad for business.

Emails were designed to do one-to-one communication, but has evolved to be one of your main sources for contacting your business. Using a shared login or group emails is a broken method. Here’s why;

  • Using a shared login means no visibility on who’s handling what.
  • Forwards, cc’s and bcc will clutter everyone’s inbox.
  • Group emails ends up with everyone in that group receiving every bit of communication even though it might have no relevance to them.
  • support@ is traditionally forwarded to your team members personal business addresses, and you end up having no idea what’s going on.
  • Between the two options there’s no clear ownership, ending up with multiple answers from several employee’s.

A shared inbox sitting on top of your personal business email can solve all of the above. Here’s 5 reasons why;

#1 Commit to a daily inbox zero

Emails sent to your shared inboxes like sales@, support@ is visible in a unified inbox that your whole team can access.

Handling the most important ticket first, and working your way down to obtaining inbox zero.

No more forwards, cc’s or bcc’s.

#2 Lower response times

Using a shared inbox will highlight the most important tickets first. With a timestamp for each interaction, you’ll be able to stay on top and keep your customers happy.

When working in teams, you need transparency. It could be quite frustrating when you do not have the full visibility of what’s going on with a customer. It’s true in your business and it’s true when supporting your customers.

Using shared inboxes can help solve this. Your whole team can get an overview of what’s going on, and can also learn from others.

#4 Use canned replies

Using canned replies is also one of the biggest benefits with a shared inbox. Everyone on your team can use the same templates. When using canned replies you can ensure the team always respond in a efficient way, and with a good tone of voice for your common questions.

#5 Faster on-boarding of new users

When using shared inboxes, it’s easier to onboard new employees to your support team. Your goal is to help them get started fast, let them see what’s happening with the company and how work gets done.

By granting them access to a shared inbox, they can access all the interactions your company have from day one.

At Omnicus we’re solving the world’s customer support challenges. Okay, maybe not the whole world, but definitely one of your main sources for customer contact at the moment.

We’d love you to test out our shared inbox, we’ll actually give you 3 years of lifetime subscription just to try it out. And it’s very easy to use.

Let us know if you’re interested by dropping us an email.


Originally published at omnicus.com on June 22, 2017.