Shared inboxes can help solve the problem of missed emails, which can lead to customer disappointment and ultimately, churn. A shared inbox is an email inbox that multiple team members can access, receive, and reply to emails from. It centralizes customer communications and offers features such as live chat, social media messaging inbox, private notes, audio-video calls, and shared browsing. By using a shared inbox, teams can work together towards a common goal without worrying about urgent emails, answered customer questions, or who has responded. Small organizations may not need a shared inbox, but as they scale, they may need help finding emails, duplicate responses, or forgotten tickets. A shared inbox improves team collaboration and solves these problems by providing clear rules on who works on which customers and emails, ownership expectations around solving support tickets on time, and real-time data insights. It also features a common calendar to ease work shift scheduling or vacation management. To get the most out of a shared inbox, it’s important to avoid only building a shared mailbox, only gathering one department of your company, and lacking humanization. Adopting a shared inbox system is ideal for companies with super active social communities, frequent support requests, and inefficiency in dealing with urgent requests.
Unlocking Customer Delight: Understanding the Concept of Shared Inboxes
