How to understand if an email has been outgrown.
While starting as a small business, it makes sense to only use your email address to manage your customer support.
For sure, it’s a good enough solution, and when you’re in the early days of building your company, your energies must focus on more important things than finding the perfect support solution right away.
Like every other area of your company, however, customer service continues to evolve and become more complex, and with your business, your tools need to grow.
The reality is, with the wrong device, you can’t provide great support— and email will ultimately become the wrong tool for you and your number. That’s if it doesn’t.
We’re going to talk about 5 surefire signs you’ve outgrown email today and need to start thinking about upgrading to a specialized device.
You have more than one Agent to support
When it’s just a support person, they don’t have to ask questions like “Is anyone else dealing with this issue?”Or” Have we ever returned to such a thing?”Because they’re the only ones.
Furthermore, as thee support team expands, teamwork is important and it needs to be carefully prepared how you do it.
When you add more helpful staff, keeping track of everything starts to get harder — which leads to things falling through the cracks.
Collaboration with a shared email address is very tricky because:
-You won’t have any idea what somebody works on at any given time.
-It is difficult to tell immediately whether or not an email is being handled.
-Emails can be easily lost or overlooked.
-In your team, the interaction includes an endless chain of CCs and FWDs
All this means that your support team will not be able to play each other efficiently and things will start to slip quite quickly.
As the team expands, the use of email help will inevitably begin to become more and more of a pain in the ass, so bear that in mind before recruitment and consider nipping the problem in the bud.
You Have More Than One “Mailbox”
If you’re using just one email for support and your customers don’t have any other ways to get in touch with you, you’re pretty safe.
And, as soon as you start adding new platforms, not even just straight-up support networks, but places where customers (such as social media accounts) can contact you, you will be in trouble.
Customers can be humorous when it comes to contacting help — even if a specific support email is given, many customers prefer reaching out via social media, blog comments, emailing someone else to the team, etc.
The more times you need to search for potential customer messages, the easier it is to lose track of things as much as possible — and losing track of support issues is a slippery slope for disgruntled clients.
You will continue to answer the same questions
You can certainly save a lot of time by having a great knowledge base with all the frequently asked questions.
Even if you have this set-up, though, all support teams will inevitably find themselves in a position where they will have to answer the same questions again and again.
Through Google Docs, or whatever other shared third-party location, you can potentially monitor these recurrent problems, but it’s complicated, and again — adds another unneeded connection to the system.
Having a quick way to get back to people with common complaints can save tons of time for your support reps — we’re talking about automation.
Most people assume that automation of customer service is about replacing human-to-human interaction or minimizing it. That’s not at all the goal of automation support.
Rather than wasting time typing the same answer over and over (probably the single most time-sucking repetitive activity that professionals need to do), standard (sometimes called “canned”) answers given by most customer support desks allow you to insert commonly used messages with a tap.
In a dedicated help desk process, the canned response option will be used:
Save your energy (and time, particularly in help, is valuable).
Let your response be continually improved.
Hold your team and your customer contact clear
The satisfaction of the consumer
The best way to know that you have a real problem is when your customers keep asking you something — whether straight up or through general measurements of customer satisfaction.
Usually customer satisfaction is based on filling out short survey customers, usually after a conversation or ticket has been resolved.
Either way, it asks the consumer at its heart to rate their experience on a scale that ranges from good/great to bad.
Low customer satisfaction doesn’t necessarily mean it’s the fault of the service you’re using, but if you’ve made sure you’ve designed the support team for success and recruited the best people possible, the next thing you need to test is whether the problem is caused by your inbox.
If your scores get worse, the two immediate things to do are:
- Tell your customers why less than adequate ratings are issued to you,
- And see if these things have anything to do with the support system you’re using (for example, when customers don’t get responses, will email slip through the cracks?)
All the issues that we mentioned in this post that come with using a support email inbox (no assignment feature, easy communication to lose, reduced speed, etc.) can also hit your customers hard.
So, take a long, hard look at how you approach help if satisfaction goes down the drain and decide if that’s a contributing factor.
You want to look at the statistics
You want to start looking at Metrics We have talked a lot about measures for customer support and which ones you can consistently calculate.
Looking closely at your support numbers is another thing that is not a top priority when you’ve just started your business.
It should be done sooner rather than later, though, so that you have an idea of how you are currently doing and can keep an eye on the expectations that you set for your support.
Similar to customer support systems, the one thing email providers don’t have is a really good look at the analytics. You have all your statistics monitoring and notifications at hand at any time with a help desk program like Groove:
As the volumes of your tickets rise, you will finally be able to take a good step to boost your business’s bottom line via
customer support — and that’s where email just won’t cut it anymore
E-mail graduate when you’re ready
It makes sense to kick off your customer support on a free system like a shared email inbox as a small business just starting out— and you might just have stuck to it because it’s easy.
But, as every market is competitive, you won’t be able to afford to settle for inadequate support soon enough, and a team held back by insufficient resources.
If any of the above are signs or aspects you’ve noticed in your own business, it’s time to upgrade, so you can start offering genuinely legendary support and make the most of your efforts.
How did you realize that your address was outgrown? In the article, let us know!