Emails slipping through the cracks?
It's not you, it's them! Email wasn't designed for collaborative customer support
Most organizations start their customer service journey with an email account. But what got you started isn’t good for scaling up your customer support. One of the biggest disadvantages of several team members sharing an email account for customer support is that of sharing a single login. The sharing model completely ignores individual agent preferences; offers no sense of ownership or accountability, thus resulting in an inefficient support process. This hurts your customers and your team’s morale.
You can overcome this hassle with SupportBee’s Shared Inbox. While offering the familiarity of an email interface we offer powerful email collaboration features to your team. For example, you can assign tickets to the right agent or customer support team, comment on tickets to discuss them, and share draft responses for review before sending them off to your customer.