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Many workers believe that having a shared inbox can lead to a lot of disorganisation and misplaced emails. However, technological advances have enabled shared inbox software to unify a setup that your entire team can access. All emails are received in a single location, making it easier for anyone to work on them with the proper organisation. As a result, it encourages open interactions, which is just what they should be.
It is possible to enable the whole organisation to profit from working in a team inbox by making smart use of teams in Trengo. Each team can choose which contact channels they have access to while keeping an eye on everyone’s inbox. Furthermore, workers can easily delegate messages to other departments, even though they did not originally have access to the message. This means that the customer always receives the correct answer.
What Is A Shared Inbox?
A shared inbox is an email inbox that multiple users can access and that employs an email alias such as support@ or info@. Typically, these inboxes are handled by a team rather than by a single person. For example, the entire customer service team will have access to support@ and will be responsible for responding to those emails as soon as possible.
Don’t let a jumbled shared inbox come between you and your client. There’s no need to keep doing stuff the old way when there are so many useful resources available. You risk missing conversations, wasting time finding out what’s going on and failing to have adequate email help in the end.
Using a shared inbox software, whether you communicate with customers through Gmail, Outlook, or Social Media, will save you time by consolidating all correspondence into a single inbox. Even a basic shared inbox app can motivate your team by allowing each member to collaborate and respond to emails in a coordinated and timely manner.
Why Should You Have A Shared Inbox Software?
When there are only a few people in your company, managing an inbox is relatively simple, but as the company grows, the chances of miscommunication increase. Have you ever had an email go unanswered just to discover it days later?
One of the most frustrating aspects of customer service is inbox frustration.
It leads to issues such as lost addresses, forgotten conversations, duplicated answers, and emailing the wrong people.
When several people work on a single inbox, it’s all too easy to make mistakes, putting the entire customer service workflow at risk.
Shared inbox software offers a solution that enables teams to collaborate effectively by centralising all information in a single location.
Shared Inbox Options
Using internal notes to insert crucial information directly into each email is not only time-saving but also necessary if you want to provide customised responses to your customers.
Your team will have access to all relevant information, which will simplify the entire process.
That’s why, instead of forwarding or replying-all, most shared inbox tools allow you to communicate with teammates through internal comments in the original email.
Avoid Collision And Contradiction Using A Detection Program
Collision is the awkward moment when you know that two people on your team not only responded to the same customer twice but also provided them with contradictory details.
By assigning incoming tickets to officers, you can avoid this sort of scenario with shared inbox apps. Tickets may be allocated by routing rules or by making agents manually delegate themselves inquiries at the top of the ticket queue to prevent confusion.
Group Email Management
Both shared inbox software includes the ability to conveniently access email addresses such as support@ and info@.
Having access to all of your shared inboxes in one place, without having to log into other accounts or switch between screens, helps the team to reply more quickly and prevents emails from slipping through the cracks.
Assigning new emails to individual agents informs each person of their responsibilities, preventing duplicate responses and abandoned emails.
Analytics and insights
Although not all collaborative inbox tools on the market have analytics, it is a useful feature to have. Tracking email response times and results will help you stay on track, determine whether you need to recruit more help, and identify which areas need improvement to achieve your overall goal of delighting customers.
Macros and canned answers are supported by the vast majority of shared inbox resources. They can help your team produce faster answers, especially for simple customer questions, so they can concentrate on making your customers happy.
Canned responses also improve your team’s continuity and accuracy by using proven answers from your shared inbox.
How Does Trengo Benefit Your Internal Communication Strategy?
While there are solutions that concentrate on enhancing a single channel, Trengo stands out by allowing brands to manage interactions across all of these various channels. Trengo, established in 2017, consolidates all emails, social media messages, WhatsApp messages, and phone calls into a single team inbox, enabling customer support or sales teams to collaborate on request handling. Trengo also allows teams to simplify customer interactions through chatbots and flow-bots.
Make Use of Collaborative Browsing (Co-browsing)
Co-browsing, also known as collaborative browsing, allows customer service agents to communicate in real-time with the customer’s browser. The agent will view the problem and collaboratively navigate over the customer’s screen to direct the customer interactively for customer service or sales assistance.
The Benefits of Co-Browsing In Trengo
Co-browsing, along with video and live chat, offers full engagement tools for providing real-time assurance across the web and smartphone.
- Enhance First-contact Resolution (FCR)
With shared viewing, it is simple to recognise the issue and provide an appropriate solution during the initial interaction. It raises the FCR levels and increases customer loyalty.
- Continued Conversations From Other Channels
By exchanging a 5-digit special co-browsing code, customers can continue conversations with the same agent from other channels such as phone or Facebook messenger over the website.
- Faster Resolution Process
When the agent can visually locate the problem, it speeds up the resolution process. Combining it with video, speech, and live chat will make it more powerful and interactive.
- Provide customised service
You can personalise your interactions through interactive browsing based on the customer’s problems. Co-browsing provides high-tech solutions that provide a virtual in-person experience.
Website Chat Integration
Provide the best service possible by assisting the customer directly with their order. You no longer need to ask the customers where they are on the website or which buttons they are pressing. Directly from the website chat, the customer and agent will request a co-browsing session. When all parties agree to co-browsing, the agent will be able to see the customer’s screen and guide him in the right direction.
You can access co-browsing with Trengo using their app integration with Surfly.
One of the things that businesses may like best about shared mailboxes is the openness they provide. And, in the end, if you share your emails, you’re also making all of your information accessible to everyone on the team, mitigating the annoyance that sometimes comes with a lack of visibility.
This can be extremely helpful in a variety of situations. When you’re onboarding a new team member, for example, you want him to be able to keep up with what’s going on at the organisation and how to deal with various types of messages. He has instant access to all of the conversations you’ve had and are having outside of the limits of your business.
You can also discover that sharing an inbox allows you to improve your teamwork and feel a sense of mutual control over all of the emails. It is always preferable for various teams to share positive emails and deal with the poor ones as a group.
Automation Helps Save Time
Increase productivity by using useful features such as Rules, Auto Replies, and Fast Replies. Employee workload can be reduced by automating standardised actions, allowing them to focus on their primary tasks.
Examine your team’s performance and productivity
Statistics in Trengo provide a summary of the agents’ effectiveness. You can see how many closed conversations each agent has had and how busy their schedule is. You can easily handle who is doing tasks using reports of their performances. Schedule individual meetings, for example, when your agents have the time.