Let’s face it- for businesses, not all customers are equal (though they really should be). Unfortunately, such “leaks” are more common than one would expect- or like. Unless every agent is careful to cut-paste only the final response onto the original customer email every single time, the risk of the entire email thread (including internal communications amongst team members) being sent to the customer cannot be ruled out. In addition to raising the risk of confidential information going outside the company, this can put the customer’s privacy at risk. If the company’s email policies/infrastructure are lax, agents may even be able to send emails to their personal addresses and from there, to people outside the organization. With Google Groups, the agent seeking assistance will need to forward the email to the teammate all these exchanges become part of the email thread. There may be situations when an agent needs to check with a colleague who has prior experience in handling a similar customer issue. The situation gets worse if two different responses are sent by two different agents to the same customer! 2. Not only is this a waste of the team’s time (the second agent could have potentially handled another customer email),it also increases the risk of annoying customers and reducing satisfaction- a key metric to evaluate the team’s performance. This increases the risk that some other agent in the group inadvertently replies to the same customer email. But unless the agent who responds to a customer mail copies his/her reply to the group email address, others in the group will not know that a reply has been sent or what the reply is. High chances of email collisionsĪll incoming emails go to everyone in the Google group. While this new feature did have a few capabilities to make teamwork a little easier, the biggest issue is still its unintuitive UI.Īllow me to describe the other problems with Google Groups and Collaborative Inboxes: 1. To overcome these collaboration lapses, Google Collaborative Inbox feature came into being. For staters, there was no way to assign tasks Truth be told, Google Groups fell short on many accounts when it came to the collaborative requirements of support teams. Google Groups, which began as a collaborative space for online discussions, seemed like a natural solution when businesses started looking for ways to do customer support from their Gmail account. Try Hiver today! Why Google Groups makes delivering support painful.Manage Google Groups like a champ with Hiver – right from Gmail.Why Google Groups makes delivering support painful.Let’s go into the details of why Google Groups isn’t ideal for delivering customer service. Multiple people do not respond to the same customer email.Anyone in the team can respond, but it is important that: When emails come in, one of the team members must respond within the stipulated time so as to comply with SLAs/TATs. In most organizations, a team of customer support executives is responsible for supporting customers. But the real challenge is this: although the tool is useful for sharing/broadcasting information within a group, its current UI and features do not make it truly useful for collaboration – especially for Customer Support.
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