If you're a business owner using Gmail to deliver customer support, and you are just using Gmail out of the box without any additional add ons or extras, I'm here to tell you that this might be the biggest problem in the way that you're delivering support your customers right now.
In this video, we're going to cover some of the basics of what you can do to change that.
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To learn more about our Cloud Support Service, or schedule an IT Systems Check, contact itGenius - the Google Workspace Experts
Transcription:
If you're a business owner using Gmail to deliver customer support, and you are just using Gmail out of the box without any additional add ons or extras, well, I'm here to tell you that this might be the biggest problem in the way that you're delivering support your customers right now. And in this video, we're going to cover some of the basics of what you can do to change that. My name is Pete Moriarty and we are here to help small business owners get more out of their technology and build better teams and deliver better service to their customers. And how do we do that? Well, we help you get the most out of your Google workspace, we've helped literally 10s of 1000s of employees across our 1000s of customers all over the world get more out of their tech. And if you haven't already checked out our channel, we have a growth roadmap, which actually shows you all the different steps of business growth, and what technology you should be focusing on at each stage of your business.
Now, this video is specifically for business owners who are using Gmail for their customer delivery, your customer service, or just maybe getting things done. But emails are still slipping through the cracks from time to time, maybe you've got a team member who you know is on leave from time to time and no one's monitoring their inbox when they're on leave. Or maybe you're just not satisfied with the way that customers are being responded to by your team. Maybe customers are escalating projects to you, the entrepreneur or business owner, because the team aren't actually taking care of things. All these are the kind of symptoms that we see when an email setup isn't configured correctly, and you don't actually have an effective system to manage and deliver customer service with your teams. So if you right now are using personalized emails, like each one of your team members is just using their own personalized email inbox to work with your customers. Well, that's a pretty major red flag. Next up if you have to open each individual email and like check whether or not it's been managed another big red flag. Thirdly, if you don't have an automated process with standardized replies, and a standardized way of triaging emails coming in from your customers, and replying to them in a timely matter, well, that is also a major red flag as well. Now what most businesses do in this situation is they will actually just delegate one mailbox or share one mailbox organ between multiple team members. So everyone gets the password. And everyone kind of works in that. But you know, that kind of works fine when you've got one or two or three people working the email, but it's not scalable. It's also not very secure. Because what most people do is, you know, someone leaves the company, and no one changes the password, right? So you kind of get stuck in that place of not really knowing whether or not things are being done. And you as the business owner still have to log in and check that email to see how your team are actually responding to things. What you're also missing, there is any insights to actually understand how to improve customer service, or improve your delivery to your customers, you don't know what the average amount of time it takes for your team to respond to an email with your customer. You don't know if your customer had a good experience or a bad experience until the customer actually escalates an issue to you directly, or escalate something on your social media or things that we want to avoid. So what's the solution? Well, our solution is to use a third party tool that sits on top of your mailboxes actually allows you to create professional shared mailboxes. Now we use a tool called Hive or where a hive a partner, and we are implementing Hive or globally across businesses all over the world. Now, it's never too early to start with hybrid. If you're just a couple of people in the business, that's absolutely fine, because this is going to give you a massive boost on how you and your team manage email. Now, not only will hayver work inside your existing Gmail mailbox, but it gives you all of the amazing tools and features of a fully fledged email ticketing and customer service system, right in the tools that you're used to using. You can as an email comes in, delegate it to a team member and know that it's going to sit in their queue for them to manage it. Number two, you can do things like create internal notes on email. So if you have multiple team members collaborating on a request or handing over when someone goes on leave, well, then that's a way for someone to be able to see all of the history with a customer. But most importantly, this gives your customers one place to communicate with your team. And that might be hope at your company.com or support at your company comm or sales at your company.com. But your team can all work collaboratively to support and manage. Now, not only do you get the basic features of a ticketing or customer service system, but you also get the ability to have tracking performance metrics and actually seeing how well your team are doing. Who's getting thumbs up from customers? Who's getting thumbs down? Who needs some areas of improvement? And what are your average response times? How quickly are you actually delivering great service to your customers.
Now if you're interested in hybrid or our team, our global partners, and we can give you a free consultation to see if we're a good fit to work together. You can jump on the consultation link right below this video. And if you're already a member of Google workspace, you're already using it inside your business and you'd like to get more from your investment. Well we've got a pretty amazing free offer. For those who are already subscribed to workspace. You can transfer you're willing to ask from Google direct into our company it genius and you get access to a bunch of amazing perks with our team. Number one you get access to a online portal which is a Google classroom with training audios on everything to do with the Google world, we've got a famous inbox zero cost, helping you get your inbox to zero every single day of the week. But also, we've got training on every aspect of Google workspace helping you and your team to become much more productive. You also get a free health check, we check in on your DNS and some other bits and pieces to make sure that you've got everything configured correctly. And you're eligible for a checkup and consultation with our team to see if there's any ways that we can help you get more out of your investment in Google workspace. If you're interested in this, well, you can certainly jump on the link right down below to the transfer in get started in a couple of moments. And our team will be right with you to help you get more out of your Google platform. If you're not already subscriber, please hit the subscribe button. If you liked this video, give us a thumbs up and remember, we have heaps more content on our channel. Check out our growth roadmap which takes you through the different stages of business growth and everything you need to know as you're growing a business to ensure that you have the right tech in place as you grow up as a business. Until next time, see you later.
To learn more about our Cloud Support Service, or schedule an IT Systems Check, contact itGenius - the Google Workspace Experts
