A shared inbox works fine as long as one person effectively owns the mailbox. Once several people answer it, though, and messages get replied to twice or not at all, support email needs tickets with an owner and a status. That’s the short answer to shared inbox vs help desk. So if your company has […]
Every day your customers reach out however feels easiest at that moment. A quick email before work. A live chat at lunch, a phone call when something breaks, a DM on Instagram over the weekend. They rarely think about which “channel” they used, and honestly, why would they? They just expect you to remember the […]
Handling customer complaints in a small team comes down to three things: every complaint lands in one place, gets one owner and keeps a visible status until it’s closed. Complaints reaching you by phone, by email and through the salesperson, and nobody can say which ones are sorted? The process below fixes that. It’s about […]
Ticket priority levels only work when each level answers two questions: how many people are affected (impact) and how fast the problem gets worse (urgency). Then you attach a fixed order of work to the answer. That’s it. If every ticket in your queue says “urgent”, the label has stopped telling anyone what to pick […]
Your customers don’t think in channels. They email you Monday, hop on live chat Tuesday, then fire off a WhatsApp message when they get impatient - sometimes all in the same conversation. And they expect whoever picks up to already know the story. That’s the whole promise of omnichannel support: every email, call, chat, and […]