How Can You Use A Team Inbox To Improve Your Agents And Productivity? – Kapdesk


All businesses today are using email aliases to manage a vast array of inquiries coming their way. These inquiries could either be from colleagues from other departments or from people with queries regarding the company’s products or services.

However, the email applications present in the market today don’t make it any easy for teams to collaborate with each other effectively. This usually leads to breaking of heads and wasting of time trying to configure email and give their customers a better support experience.

But, you don’t have to put up with all of that if you have a team inbox with you.

What is a team inbox?
A team inbox’s inception was the result of email being a clunky and broken platform for a customer service system. As an app, inbox fixes everything that’s wrong with your customer care process, and its primary source of communication, which is email.

What happens when you don’t employ a competent email management system?
When you don’t have an email system that works for you, rather than you trying to work for it, then you are setting an unproductive mindset amongst your agents.

When the traditional email is used to resolve critical issues that are affecting the company’s performance, then using emails is like waiting for a disaster to happen. The crust of the problem lies in the fact that email itself is not an intelligent system, which renders it incapable of understanding the emotional context of the client.

Also, ineffectively using email can lead to well-thought solutions not being delivered to the customers.

Cut down on your email management time
Your agents need to be able to account for the time that they are spending managing their email. Every time your agents are dealing with an incompetent email ticketing, they are wasting their time struggling with emails.

It is important to remember that once you implement team inbox, you need to keep a check of how much time your agents are taking with individual emails. This will let you keep an account of the time that is saved reading, processing and replying to individual emails, and at the same time sorting through emails.

It will help your agents prioritize emails
The simple ground rule is that not every email that you’re receiving is important. Team inbox helps you categorize such emails and improves the management of your emails in a much more effective manner.

The more important inputs are responsible for the majority of outputs in any situation. This implies that it is important that your email ticketing system enables you to focus on the highly important emails, because these are the ones that will bring more business to your company.

Organization is the key to success
Team inbox enables you to manage your email effectively. With the help of email categorization in different folders, you are better equipped to segregate different emails and place them where they belong.

For the most part, the system itself is capable of understanding if the emails need to be placed in different folders depending upon the context of the message.

It also enables your team to create different sections within the email system depending upon the different folders that they are working on. Better organization of your email will enhance the internal workings of your team, which will ultimately result in increased productivity.

Schedule for reviewing later
Scheduling of emails for viewing them later is a really good strategy that saves the time of your agents. It enables them to have a quick glance in the inbox and if it’s something that needs to be looked at a later time, and then they can schedule them for a reminder.

This ensures that no important email goes under the cracks that might have repercussions later.

A good email ticketing system includes the ability to block and filter out the trivial messages from the important messages. It also promotes team collaboration, and more transparency amongst different teams.


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s