Evolving From a Shared Email Inbox to a Social Help Desk

The Ultimate Guide: Evolving From a
Shared Email Inbox to a Social Help
Desk
Is it time for you to switch from your current shared email inbox to a social help desk?
We want to make the search simple for you. This guide breaks the research down and
makes it easy to find the right customer solution that’s right for your business.
Kevin Baldacci is a Content Marketer at Desk.com
Follow him on Twitter at @kevinbaldacci
To get the most from this guide, take notes. Think about how you can use the ideas, concepts
and strategies shared in these pages. We know you’ll find a lot to think about as you read.
• The full economic value of customer
service
• Three examples of the chaos theory
• The simple, yet powerful functionalities
and features of a social help desk
• How to migrate an email
inbox to a social help desk
Table of Contents:
1. The problems with a shared customer
support email inbox
2. Chaos theory: three examples of how
disorder breeds dissatisfaction
3. The right tools: what you need from a
cloud-based helpdesk solution
4. Conclusion and your next steps
5. Appendix: Is it time to switch from an
email inbox to a helpdesk application?
After reading it, your business
should understand:

The problems with Gmail
The problems with a shared customer support email inbox
Email is an essential communications tool in today’s business world and
has become one of the leading forms of communication for customer
support. In fact, email is just second to the phone when it comes to
consumer preferences about how to contact customer service. 1
So, it’s only natural for young companies to set up an email inbox,
such as Gmail, to manage customer service requests. In the beginning,
sharing this email inbox among your customer support team can
be effective. But as you grow, acquiring more customers and more
employees, you can have serious problems on your hands.
The truth is, it’s impossible to develop an effective process for handling
customer support situations and tracking all conversations using an
email inbox. The result is that support tickets fall through the cracks
and questions go unanswered. And this can lead to poor customer
satisfaction — and ultimately may impact your bottom line.
This guide from Desk.com will help you determine if it is time
for your company to evolve from using a shared email inbox,
such as Gmail, for customer service to a more effective solution.
We’ll also discuss why this switch is so essential to the continued
growth of your business. Lastly, we’ll show how a solution like
Desk.com can help you solve issues common to companies
currently using a shared email inbox for customer service.
87%
As it currently stands,
of all company
communications are
via email.
1
Genesys. The Cost of Poor Customer Service: The Economic Impact of the Customer Experience. 2009
Forrester Research. The State of
Workforce Technology Adoption:
US Benchmark 2009-2015.

Save me from my email inbox!
Desk.com recently surveyed growing companies to learn about their most challenging customer support
issues. Not surprisingly, the challenges of using email to manage customer support consistently topped the
list, for many reasons:
“One of us would start
[addressing requests] at the top
of the email list, and the other
would start at the bottom and
meet somewhere in the middle.”
“We didn’t have any idea
how to track the things
that were affecting
customers most.”
“We lack the ability to manage,
track and properly document
inbound/outbound customer
email.”
“We noticed an uptick
in unhappy customers
whose issues had fallen
through the cracks. “
“I found myself staring
every morning at a field
of sticky notes around the
edge of my monitor.”
“Email threads and
project management-
related communication
are a problem.”
Do any of these responses sound familiar to you? These complaints demonstrate the kind of frustration that
growing companies experience using a shared email inbox to manage support.
But if you think the employees of these companies are frustrated, think about their customers. Dropped
emails, unknowledgeable service agents, or repetitive responses due to a lack of internal coordination
can lead to an unsatisfactory customer experience and that can be detrimental to your business.

Costs of poor customer service
of customers that received poor
customer service from a company
got even by spreading the word
about their bad experience.
of consumers are influenced by
other consumers’ comments.
61%
According to a
study by research
firm Genesys,
of customers who
end relationships
took their business
to a competitor.
In today’s competitive marketplace, customer service can be a
company’s secret sauce. What exactly does that look like? Customers
want a more personalized experience, faster response times, and the
ability to get support on virtually any channel they choose. These
expectations are putting a great deal of pressure on small and growing
businesses.
While many companies are keenly aware of the value of excellent
customer service, they sometimes forget to measure how poor service
impacts them. It’s a significant problem. According to a study by
research firm Genesys, U.S. companies lose an estimated $83 billion
each year due to defections and abandoned purchases as a direct
result of a poor experience.2
Even worse, businesses not only lose the
customer’s money but essentially push that customer into the arms of
competitor: 61% of customers who end relationships took their
business to a competitor. 3
Cost of losing current customers
Poor customer service can cause companies to lose even the most
forgiving customers. Loyal customers do business with a company
because they have developed a relationship and have established a
certain level of trust. In many
cases, it may have taken thousands
of marketing and sales dollars to
build this trust. Maintaining the
customer and brand relationship
typically falls on the plate of
customer service. And just one
bad experience can harm a
relationship and cost a company.
Why is maintaining existing
customer relationships so
important? In a nutshell, it is
cheaper to provide quality
customer service and maintain a
solid relationship with an existing
customer than it is to acquire a
new one.
2
3
SOURCE: ClickFox
SOURCE: ClickFox

The Bonobos Ninjas Gain a Competitive
Edge with Customer Service
Desk.com: Give us a quick
background behind your customer
service team and methodologies?
Bonobos Ninjas: The goal of
ninja customer service is for
everyone we engage with to be
so impressed that they share their
story. We essentially give the ninjas
the power and freedom to solve
customer issues any way they see
fit - there are no rules, regulations
or hoops to jump through. Ninjas
are allowed to just get it done.
That means easy transactional
interactions are lightning fast with
winks of personality, and in-depth
interactions reach a smart, generous
solution eloquently. Our goal is to
hire individuals that are excellent
writers, can make decisions quickly
and on their own to provide the best
solution-based customer service out
there – while keeping the interaction
personable, fun and unique.
Desk.com: Were there any
specific problems that you
faced prior to using a Social
Help Desk such as Desk.com?
Bonobos Ninjas: Our customer
service solution was very low tech
initially - it was basically a shared
Google inbox. The team would print
out the inbox in the morning, and
then manually cross out cases as
ninjas worked through them. It was
very manual, very low tech. It worked
initially, but quickly led to a ton of
dropped balls as the company scaled.
We then upgraded to an actual
customer support program that was
essentially a slightly more evolved
shared inbox that allowed for some
limited metrics reporting. However,
it was super hard to manage. We
needed developers to install it, and if
anything went wrong or we wanted
to change something we needed
developer support. It felt like it was
built in the 90’s - not easy to use.
Desk.com: Do you believe Bonobos’
reputation for providing excellent
customer service has given the
company a competitive edge?
Bonobos Ninjas: Absolutely. Those
who know about our service already
come to us with a certain level of
trust that they don’t have with other
companies. We heard a lot of stories
of friends/coworkers/family telling a
first-timer about our great product
and that our excellent service makes
shopping online a breeze. When
they aren’t aware of our service
reputation, they are surprised and
often let us know about their positive
experience (proven by our high Net
Promoter Score). Customers have
told us how being able to trust
that we’ll take care of them has
turned them into a loyal customer.
Bonobos, an online men’s clothing company, has gained a competitive edge due to their exceptional
customer service provided by their support team: the Ninjas. Desk.com recently sat down with a
couple of ninjas and asked them about the sucess they have seen due to a social help desk.
Desk.com: How do you think
the Bonobos Ninjas’ overall
performance has benefited
from having the tools and
resources provided by a Social
Help Desk, such as Desk.com?
Do you think they could perform
at a similar level without it?
Bonobos Ninjas: Given Bonobos’
customer centricity, we train all
employees in customer service
during their first 2 weeks on the
job. After creating a login for each
employee, it becomes really simple
for anyone to plug into our customer
ticket queue and start answering
cases as they come in. Using a social
help desk has allowed us to prioritize
cases based on how we see fit. Not
only does this help us task-force
prioritized cases accordingly but
also keep track of how we’re doing
based off Desk.com’s reporting
function. It’s easy to set up filters
and organize cases by priority and
also makes it relatively simple for a
ninja to take personal responsibility
on a specific case with the assign
tool. The time rule function is also
an excellent way for us to keep track
of cases that are slipping behind
our SLA. I don’t believe we’d be
able to perform at the efficiency/
capacity we currently are without a
system comparable to Desk.com.

The Chaos Theory
In mathematics, the chaos theory is the principle of how complex
systems can produce widely dynamic outcomes difficult to predict.
As your customer base grows and the company becomes more
complex you can pretty much predict one thing: the ensuing
chaos of your customer service will result in major problems.
The single biggest problem of using an email inbox is the difficulty of
managing an ongoing conversation with a customer. As businesses
grow, this problem becomes ever more obvious. Before you know
it, one of your customer support agents accidentally deletes an
email; a customer receives multiple, conflicting responses; agents
or customers are added or removed from email chains.
The chaos of an email inbox can cause a number of complications,
resulting in an overall loss of business and customer satisfaction. These
may include:
Manual updating
of the customer’s
record of tickets or
issues in your CRM,
if you use one.
Loss of customer
service rep
productivity
and efficiency.
Forgotten, lost or
accidentally deleted
emails within a
single, crowded
inbox.
Multiple responses
sent to the same
customer from
different agents who
share the same
inbox.
An email inbox, and the processes around using it for customer support,
are simply not trustworthy. These limitations become more problematic
as your business grows. The following examples look at three kinds
of “chaos” caused by support using shared email accounts, and why
this dysfunction can mean lost revenue for your business.

Chaos type #1: Overlapping emails
Imagine your company is using an email inbox for customer support: you have three agents handling one
shared inbox.
Currently you’re swamped with emails and calls due to a confusing new product that just rolled out. One
customer, named Jaime (marked in dark purple) sends an email to support@company.com due to a technical
problem he is having with the new product.
After waiting for 25 minutes for a response, Jaime is anxious to resolve the issue and decides to call your
company’s support line. As many customer support agents may know, this is a very common occurrence
as Forrester found that 75% of consumers move to another channel when online customer service
Refresh the
page then go
to settings
Have you tried
restarting the
program?
Has anyone
responded
to this
customer?
fails.5
Agent #1 (gray) answers
the call and engages in a long
discussion on how to repair the
error. In the meantime, Agent #2
(green) is answering the original
email. Agent #3 (light purple)
sees the email from Jaime and
has no idea that two other agents
are currently answering the
question. Now you have three
agents working on one problem.
The underlying factor of
this equation is the lack of
communication and transparency
agents have with each other. In
order for a system like this to
run smoothly, agents need to
constantly update each other
about the opening and closing of
cases. This kind of communication
can be time-consuming and
decrease productivity. Not only
that, the lack of organization
and cohesive dialogue is more
vulnerable to mistakes.
5 Forrester Researcha. 2011 Will Challenge The Status Quo Of eBusiness Online Customer Service. 2011

Chaos type #2: Division of labor
One of the biggest problems of using a shared inbox is that there is no way to easily assign a case to an
agent based on priority. When an email first arrives, who’s responsible for handling it?
Email inboxes, such as Gmail allow agents to create a priority inbox. Some companies assign one rep to
monitor the priority inbox in order to make sure important requests don’t slip through the cracks. But this
is a temporary fix, and doesn’t solve the problem of triaging and assigning each request as it arrives.
Without a system that assigns an owner to support emails based on priority, agent availability and expertise,
you can run into the risk of overlapping emails, or even worse, dropped customer queries. You also can
frustrate customers by not assigning their requests to the most knowledgeable agents, or to agents who
know their accounts personally.
How do you know who is working
on the priority emails?
Manually assigning emails
to departments becomes
tedious and emails can
fall through the cracks.

Chaos type #3: Delayed responses
It seems like common sense that email is the slowest option for getting customer support. Yet customers’
expectations for a fast response are getting higher all the time. A study by Forrester Research found that
41% of customers expect an email response within six hours — but that only 36% of retail companies
responded within that window, and 14% don’t respond at all.6
In today’s social and digital age, companies are closer to their customers than ever before. This is great for
brands, but it also raises the bar for customer service. Customers expect companies to fix their problems
in extremely short periods of time.
Delayed response times can happen for a number of reasons:
• As discussed previously, teams may not be able to easily assign cases or communicate ownership,
which means it’s not always clear who is stepping in to accept and resolve a case.
• Lack of access to customer history and records, as well as a knowledge base of answers to common
questions, means agents have to start from square one with each email request, so they take longer
to arrive at answers.
• Email doesn’t permit accountability and measurement. There’s no easy way to track how quickly and
satisfactorily agents were able to resolve cases, so it’s difficult to coach for improvement.
Manual, constant monitoring all of a company’s different channels, and responding within the expected
period of time with knowledgeable, accurate answers, has become nearly impossible for companies of
any size. Small companies with a limited customer base might be able to keep up for a while, but as teams
grow and customer demands scale, chaos will inevitably ensue.
of customers expect an email
response within six hours.
of retail companies responded
within that window.
of companies that don’t
respond at all.
6 Jupiter Research/Forrester Research, 2009.

A Social Help Desk solves
Photojojo’s Overcrowded Inbox
Desk.com: Why did you initially
begin using Gmail as a customer
support tool? Were there any
benefits you initially saw?
Laurel: Initially, we used Gmail
because that’s what we were
using for our photojojo.com email
accounts. We had one inbox for
customer support questions, and
it worked great because we got so
few emails that one person could
pretty much handle all of the
emails we were receiving.
Desk.com: What were some
of the specific problems that
you faced using an email inbox
as a customer support tool?
Laurel: We found work arounds
for many of the drawbacks to
using Gmail, and held onto it
for a long time. During our first
unexpectedly busy holiday season
we had up to 10 people logging
into our shop inbox! Our volume
of emails grew to the point were
we needed a way for more than
one person to be working on
answering emails at the same
time without stepping on each
other’s metaphorical toes.
One other issue that drove us
into our helpdesk search was
our need to better keep track
of our customers. We had so
Laurel: Desk solved both our
overcrowded inbox and customer
tracking problems. We love using
filters to simplify which emails
we see when they sit down to
support our customers. We don’t
have to weed through other
people’s conversations anymore.
Setting up rules that sort our
cases by the email addresses
that they’re coming from we
can get a clear picture of our
history with them right away.
Another benefit is the simple
tracking of email volume
and response times. We can
easily track how many emails
are coming and which of
our customer supporters are
answering emails the most
quickly. (Then we ask those
CSers to share their efficiency
tips with the rest of the team).
One giant benefit for me (I was
running the customer support
team at the time that we switched
over to Desk.com) is that Desk
has excellent customer support
for its customers. Any time I
had a question with the initial
set up or just tweaking things
over time to make our agent
portals as useful as possible,
I knew I could always find a
solution in Desk’s help center, or
from our pal Jake at Desk, who
is always just an email away.
many, it was becoming harder
to track who had been talking
with which customers.
“Desk solved both
our overcrowded
inbox and customer
tracking problems.”
Desk.com: How did you decide
to adopt a customer support
solution to alleviate these
problems you were facing?
Laurel: When we first went
looking for a solution to our
single-inbox-woes we turned
to our pals who deal with
customer support and got a
feel for what other people were
using. We gathered up a few top
recommendations, made a list of
features we were hoping to find,
compared our top contenders and
reached out to them to learn more
about what they had to offer.
Ultimately we landed on Desk.
com (called Assistly at the time).
Desk.com: What were the
key benefits of turning to a
solution such as Desk.com?
Laurel Sittig is in charge of making sure Photojojo customers are the happiest customers.
However prior to a social help desk, Laurel and Photojojo were handling customer support
with Gmail and finding it too difficult to scale with their growing customer base.

The right tools: what you need
Icons indicate where a
customer inquiry came from.
No more asking back
and forth whether a case
has been resolved.
Assign emails to the
appropriate rep or
department.
No more headaches, just peace and organization
The key way to tame chaos is with task management. Unfortunately,
as we have already discussed, an email inbox’s capabilities are
simply too limited to provide a good task management system. By
switching your customer support to a cloud-based system, you can
seal the cracks that cause chaos among your agents and customers.
A social help desk solution like Desk.com collects incoming and
outgoing customer conversations and turns them into cases or
“tickets” — neatly organized into a universal inbox. Now, you and
your team have the ability to see who the customer is, whether or
not the case has been resolved, which channel the inquiry came
from, and who it is assigned to. Rather than sorting through multiple
inboxes, customer support can be more productive, with fewer
questions about who the case owner and status of the case.
“Desk.com
took customer
interaction to
a new level.”

Each case is
assigned a
number.
Add custom
information like
the customer’s
name and social
channels.
Add custom
information like
the company name.
Include multiple
customers within
a company tab.
Build confidence with customer intelligence
Customers never like to explain themselves twice, and agents don’t like
to be in the dark about a customer's history. With a shared email inbox
used for customer support, agents have very few resources to keep
track of customers or previous interactions. Gmail enables third-party
apps such as Rapportive to access contact information right inside your
inbox, but this information is limited and completely divorced from
the customer’s support issues. Without integration between this data
and past interactions, agents are flying blind and could potentially
waste time relearning the customer and their previous issues.
Fortunately, social help desks provide customer histories as well as past
interactions, which agents can see as they respond to a customer’s
inquiry. This gives agents full confidence — they know who the
customer is and whether the person is a new, repeat or VIP customer.
Agents will have a leg up on providing superior customer service by
getting straight to the heart of the matter rather than wasting time
(and the customer’s patience) trying to get to know them.
“Across the board,
Desk has improved
the way we
communicate with
our customers.”

Automate manual tasks with business rules
With a social help desk, customer support agents can blend
automation with human interaction so they’re instantly connected
with customers. When a customer sends an email, the customer
will immediately receive notification that the request has been
received, assuring them they will receive a response quickly.
This automated response creates accountability and allows the
customer to know there is somebody on the other end. Desk.com
includes time-based triggers that automatically escalate unanswered
support requests, making sure no customers are forgotten. When
a customer support agent replies to the inquiry and the case is
considered “solved,” a customer receives an email stating that the ticket
is closed, and has the option to reopen the ticket later if necessary.
Create business rules to
speed up and gain great
control of your support.
Set a case’s status, change
who it’s assigned to, alter
its priority and much more.
“Now we get
a lot more
done with
less effort.”

Reach the Holy Grail of customer support... Inbox Zero
Opening an inbox filled with dozens of unread messages can feel
overwhelming. Filters can help. Unlike the filters available with
an email inbox, a social help desk comes with defined filters that
review the progress of incoming and outgoing interactions.
Customer service teams can create as many filters as they need and
make them available to individual agents or groups of agents. Teams
can use filters to organize their service and create work "queues" for
different teams, status, priorities or specialties. Sample filters might
include: Pending Cases, Complete Cases, Today’s Work, VIP Customers.
Filters automatically update when emails come in, are updated, or
are in use by another agent. You know exactly what you need to
work on and can avoid multiple people replying to the same email.
With a cloud-based customer support application, you have full access
to your customer support requests anywhere, anytime — even on
mobile devices. You’re always connected to your customer, even on the
go.
Use filters to organize your
service and create work
"queues" for different teams
or specialities. Default
filters include: "All Cases,"
"Pending Cases," "Completed
Cases," and "Today's Work."
“Desk.com is
so good that
I’m thinking of
forwarding every
single email in
my inbox to it.”

Stop answering repetitive questions with macros
One of the most tiring and frustrating experiences agents face is
answering the same question over and over again for customers. With
Gmail, agents don’t really have much choice but to continue answering
the same questions. The most efficient way to do so is to create a
document of answers and to copy and paste them into an email
whenever a repetitive question arises.
With a social help desk, agents can use a feature called “macros,” or
quick shortcuts to quickly process emails in your queue. Agents can
use macros to contain full scripts written in advance (and that are
approved and consistently updated) with commonly used phrases, or
even just a custom signature for quicker replies.
Add as many macros as
you want. Speed through
cases with smart shortcuts.
“Desk.com gives
us the flexibility
to handle support
our way.”
Rely on macros to issue a
standard response that
you use over and over—or
to perform several actions
at once. Macros make
agents more productive.

Matt Wigham, CEO of Big Cartel,
has something of a development
background. In fact, Big Cartel’s
community-facing help area was
designed and built by him and his
team. He had been looking for a
better way to handle customer
service and support issues, and
had tried a number of support
systems, but they weren’t quite
right. He found them slow and
cumbersome even compared to
Gmail. Then a few months ago
he discovered Desk.com, and a
recommendation from friend at
Squarespace convinced him that
was the best route for them.
“Getting us from Gmail to a
dedicated CRM system had been
a back burner, pet project of mine
for quite a while. I wanted to be
certain before we fully committed
to a platform. Once we had more
than one person in support,
the risk of confusion was just
too great. We were using Gmail
exclusively, and with more than
one person using the same email
account, we had been mired in
a clunky ‘colored stars’ approach
that just wasn’t efficient.”
He also wanted more design
control and was also
immediately drawn
to Desk.com’s easy
set up and absence
of forwarding.
“It just felt like a
smarter way of doing
it. We never could
get other support
systems set up
exactly as we wanted,
and none of them felt
like the perfect fit.
Desk.com was simple
and intuitive. Like our
Gmail experience,
it worked like an
email client but in
a way tailored for
support requests. It
didn’t take any time
“It just felt like a smarter way of doing it. We never could get other support
systems set up exactly as we wanted, and none of them felt like the
perfect fit.”
- Matt Wingham, Big Cartel
at all to learn. I signed up for the
trial, kicked the tires, migrated
our sister site, Pulley, over to
make sure it was working well,
and made the switchover. ”
“I’ve been pleased with the
ability to tie right in. We could
use Desk.com for exactly the
things we needed, and then
leverage the other areas we’ve
already established ourselves.
Since we deployed, I’ve been
discovering more gems about
the software. You can tell there
are some like-minded people
developing their system.”
Wigham says that the real strength
of Desk.com to Big Cartel is that
they were “able to use it exactly
as we wanted it to perform.”
“It handles tickets smoothly, it’s
great for multiuser collaboration,
and it had great integration
that we didn’t get elsewhere.
I’d say overall that Desk.com’s
flexibility and customizability
are the biggest benefits. We’re
very happy with Desk.com, and
we feel confident about adding
new customer agents as we grow.
We’re excited about what Desk.
com has in mind for the future.”
Big Cartel takes customer service
from Gmail to a social help desk

Moving to a social help desk
“So how do I get started moving to a social help desk?”
Moving from an email inbox such as Gmail to a social
help desk is an easy process, and the best part is, your
customers will hardly know the difference! They will
notice a higher quality of support, faster responses and an
overall better customer service experience — but there
will be no disruption in their communication with you.
If you already have a support Gmail account of email address
you use for customers, there’s no need to change the
email address when using Desk.com. Our system uses your
company’s IMAP server to receive emails, but don’t worry
- it’s easy to set up. Simply start forwarding all incoming
mail to your default Desk.com support email address. Your
Gmail account or email inbox will feed directly into Desk.
com, to tame those overflowing support inboxes. Once
you’ve configured a mailbox and sent in a test email, you’ll
see your first case appear within the agent’s interface.
Migrating from Gmail or an email inbox is simple and the
results are amazing. If your organization is having troubles
with problems such as the chaos theory or poor customer
service, there is no excuse not to move to a social help desk
such as Desk.com. Imagine an email inbox that is easy to use
with more functionality that involves hardly any training.
“Set up was so easy! We
were answering incoming
emails within an hour.”

Conclusion
Customer service is a vital part of a company’s business. Those that fail to take the necessary steps to provide
their employees with the right tools to provide nothing short of the best customer service may face dire
consequences. In fact, great service can lead to greater profits for a company. Unfortunately, a shared email
inbox such as Gmail simply does not have the capacity to handle customer support for growing businesses. As
customer bases grow and more employees handle inquiries or cases, an email inbox becomes too cluttered
and confusing to provide exceptional service. Fortunately, a social help desk such as Desk.com relieves the
stress of case management, lack of efficiency and even goes so much as to improve customer service.
Now it’s time for you to begin experiencing the simplicity and power of a social help desk. Desk.com
offers a free 14-day trial where you can have access to all of the great features explained in this
book. Here are some of the benefits you will have with Desk.com:
• Your Gmail accounts can feed directly into Desk.com, to tame overflowing support inboxes
• No more customer issues will fall through the cracks with Desk.com’s airtight case management system
• Desk.com embraces “whole company support”
Our flexible pricing means that everyone in your progressive organization can connect with today’s influential
customers and build relationships.
Desk.com has an unlimited amount of great resources ranging from more information about our product
to thought leadership content. Here are some suggestions:
• The Desk.com Library
• Desk.com’s Blog
• The Social Help Desk Cheat Sheet

Appendix
Is it time to switch from an email inbox to a social help desk application?
Based on research with our customers, Desk.com has compiled a checklist of decision points that
can help you determine whether it’s the right time to move to a social help desk. Place a check
next to any of the following criteria that are true for your company. If you check five or more
boxes, you should consider a social help desk solution for your customer support.
Customer emails regularly exceed
24 hours before they are resolved.
You have more than 5 members
on your support team.
You frequently have to refer your
customers to multiple departments
and/or agents in order for them
to get the right response.
Agents sometimes miss customer
messages both traditional and
social channels because they are
unable to monitor and track each
email effectively.
Agents have trouble tracking the
customer emails and customer
details.
Tracking agent performance and
email volume is difficult.
Customers are increasingly
expressing frustration when
contacting your support team.
Customers are frequently
contacting your support team
to resolve their issue.
Customers have no method
to solve their own problems
outside of contacting the
support agents directly.
Agents sometimes or frequently
work on the same customer issue
because they are unaware that
another agent is already handling
the case.

Evolving From a Shared Email Inbox to a Social Help Desk

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Evolving From a Shared Email Inbox to a Social Help Desk