Marvel Internet Group blog

Customer service email management can often be problematic for companies that offer email based support for their clients. Marvel Internet Group is responsible for handling customer service email messages of some applications that we have developed for clients. One such application has over 1400 user’s support request to manage; we do this with just two staff, before it is even time for lunch.

For some it can be difficult to co-ordinate efforts to ensure that a customer’s inbound enquiries are resolved as quickly as possible. Using a highly structured system for so few staff members will lead to increased cost per response and slow down overall response time. A system that is too simple will mean co-ordination failures leading to confused or neglected customers.

Marvel Internet Group’s solution to this problem is to use a Gmail account for customer service email management. This is achieved by creating a single Gmail address for all customer service support requests. With Gmail’s labelling feature we can quickly label emails based on source so that the support person can be focused on supporting a single application or all applications’ customers. The general work flow that prevents neglect of customers as well as ensuring a streamlined support process is to check, label, and action. This involves having the first person to view the mail account go through all mail and either archive, label another staff’s name, or take action on an email. Then as other staff members check the account they can see which items require their attention.

Prior to implementation of this customer service email management system we had difficulties delegating and following through with customer enquiries that fell out of the support staff’s field of expertise. Using labels such as “waiting”, “todo”, and “complete” each request can be delegated and tracked with ease with staff members in and out of the company. The result of utilizing this customer service system is greatly reduced time spent on support as items are either actioned, delegated, or waiting. Finally an end-of-week or end-of-month review of all incomplete messages prevents any request from falling through the cracks.

To try this for yourself simply create or forward your support emails to a free Gmail account and let your staff understand the simple work flow of: check, label, action. Having your support request come from custom support forms will also save you even more time!