Member-only story
Helpdesk software beats Inboxes every time for me
Outlook’s “focused” mode is sh*t, when it comes to customer service inboxes!
In fact, in general email software clients are not great for handling customer services enquiries. From inbound queries ending up in spam to not being able to keep track of whether you’ve replied to someone.
At my previous employer we were getting several bad reviews which mentioned not getting a response to an email about their order.
Once you have more than a handful of emails a day you’ll want to move away from the traditional inbox to something more robust quite quickly.
1. Linking your ecommerce platform to Helpdesk
Most platforms will have an integration for your ecommerce platform, which will be able to show you order details alongside the inbound query from a customer (normally providing their email matches). This makes it much easier to know the context of a query. You can also see if they are a new or returning customer.
2. Reminders for queries without responses
Help prevent things slipping through the net and being missed, direct these to staff inboxes as a reminder to head to the helpdesk client and respond to queries. You’ll probably want these to escalate to a…
