Your business needs Shared Inbox. Here’s why!
Watching messages pile up, day in and day out. It’s frustrating, isn’t it? Like a to-do list getting longer and longer. You see the same story repeated on Emails, Facebook, Instagram, LinkedIn, WhatsApp, and more. This situation is inevitable, hence so is shared inbox.
It’s even more frustrating to see a message already answered on Facebook pop back up on your email. That’s entropy.
You would notice that after a certain point in any business, there will be too many messages on too many subjects sent by too many people through too many different channels. If a business is progressing, this scenario is inevitable. If you are running a business, sooner or later, you will need a shared inbox.
When it was initially developed, it was designed to manage emails from multiple email ids, email accounts, and email platforms. The essential idea behind a shared inbox is to allow you and your team to receive, read, manage and send messages from different platforms and accounts in one place.
Though the majority of such software focuses only on emails, recent developments in the field like that of Kooyal Onebox also incorporate communication on social media, messaging apps, chatboxes, and more.
A shared inbox is fundamentally a consolidated message inbox to manage all your business communication. It is a boon for customer service and marketing, that is why it is becoming so popular with businesses.
Watching messages pile up, day in and day out. It’s frustrating, isn’t it? Like a to-do list getting longer and longer. You see the same story repeated on Emails, Facebook, Instagram, LinkedIn, WhatsApp, and more. This situation is inevitable, hence so is shared inbox.
It’s even more frustrating to see a message already answered on Facebook pop back up on your email. That’s entropy.
You would notice that after a certain point in any business, there will be too many messages on too many subjects sent by too many people through too many different channels. If a business is progressing, this scenario is inevitable. If you are running a business, sooner or later, you will need a shared inbox.
When it was initially developed, it was designed to manage emails from multiple email ids, email accounts, and email platforms. The essential idea behind a shared inbox is to allow you and your team to receive, read, manage and send messages from different platforms and accounts in one place.
Though the majority of such software focuses only on emails, recent developments in the field like that of Kooyal Onebox also incorporate communication on social media, messaging apps, chatboxes, and more.
A shared inbox is fundamentally a consolidated message inbox to manage all your business communication. It is a boon for customer service and marketing, that is why it is becoming so popular with businesses.
Table of Contents
Table of Contents
To explain it briefly, a shared inbox takes all your messages and brings them into one place. It then allows you to do all sorts of things with these messages.
This is how the majority of shared messaging software like Kooyal Onebox work:
- The software is first integrated with your brand’s communication channels like emails, social media messengers, chat boxes, and others.
- The software pulls messages from all these channels and displays them in a single email-like interface.
- You can easily reply to all messages from this interface itself.
- The beauty of a shared inbox is that it will automatically send your reply to its respective origin. This means that an email will be replied to by an email and a message will be replied to with a message.
- Furthermore, shared inboxes have several other features to make customer communication more efficient and less time-consuming.
- You can directly reply to these messages, forward them to others, manage the messages, organize them and more.
- You can also grant access to other people and departments to carry out some part of the communication through the shared inbox itself.
Why is it Necessary?
Every entrepreneur understands that businesses depend on communication. That is the underlying truth of all commerce across the world and across all history. It is not surprising that the speed of business that the world witnesses today is a direct consequence of the speed of communication. If one can understand this, one would appreciate the innovation that is Shared Inbox.
As a company grows, so does the number of customers and employees. Gradually, the quantity, frequency, and complexity of these communications also increase. To understand how a shared inbox impacts customer service, let’s take a look at the communication process without this software. The complexity of business communication may seem inevitable, but there are ways to manage it.
The usual transaction of messages follows a complex pattern. The process is different for different platforms as well. Let’s see how it works out for some of the most common platforms and you can understand how this process becomes a nightmare for customer support.
Emails:
- Most companies have a different email id for complaints, requests, bookings, marketing, and so on.
- Customers connect with the company’s message inboxes through email ids.
- The majority of these emails are received by the customer service department. but they may pertain to other departments as well.
- At the same time, emails received by other departments are sent to customer service.
- These messages are consolidated by customer service and sent to different departments for response.
- The customer support team gathers replies from all these departments to respond to customers
- They then have to reply to each customer from the specific id where the email was first received.
- This tedious cycle occurs every day and for every message.
- Brand receives messages on social media channels like Facebook, Instagram, Twitter, LinkedIn and so on
- They are also showered with comments and reactions to their social media posts.
- All this communication is usually managed by the marketing department or an external agency.
- The messages are sent to customer service, which coordinates with other departments to gather responses for these messages.
- The gathered data is sent back to the marketing team to post these responses to the customers.
Chat boxes & Direct Messaging:
- Communication on chat boxes and direct messaging apps has all the complications of emails but with the added pressure of instant response.
- Customer support executives are expected to respond almost instantly when communicating on these platforms.
- Though many chat boxes and even a few direct messaging apps allow a certain level of automation, human intervention is invariably required in complicated matters.
Add the complication of managing all these channels at the same time to the above process and you will see why life is difficult for customer communication executives without a shared inbox. They have to reply to emails with emails and messages with messages. They have to keep track of the origin and format of each message and respond accordingly.
These complications warrant a change. Shared inboxes used to be an added luxury before, but have become a necessity today.
Here too, software with the added support of social media integration like Kooyal Onebox, helps make necessary leaps with regards to speed and efficiency for several aspects of business communication.
Imagine your customer support executive going through all the above-mentioned trouble on a daily basis. It would be too much to ask from anyone.
When it comes to Kooyal Onebox or other shared inboxes, the process remains the same, regardless of the channel of communication. It doesn’t matter whether the customer contacts the brand through email, WhatsApp, Facebook, or LinkedIn. The customer service executive only has to use the shared inbox.
- You receive the message in a shared inbox.
- You can share the message with respective departments to draft a response if needed or reply themselves directly.
- Other departments can reply directly to the customer from the shared inbox itself.
- A shared inbox sends the message to its origin.
- That’s it. Done.
This is just the tip of the iceberg. A shared inbox can do wonders for your business and it will give relief to your employees.
Kooyal Onebox allows for additional efficiency with communication management and organization tools. These would allow the entire company to function as a single organism with a single voice which maintains a brand’s integrity in front of the customers.
To explain it briefly, a shared inbox takes all your messages and brings them into one place. It then allows you to do all sorts of things with these messages.
This is how the majority of shared messaging software like Kooyal Onebox work:
- The software is first integrated with your brand’s communication channels like emails, social media messengers, chat boxes, and others.
- The software pulls messages from all these channels and displays them in a single email-like interface.
- You can easily reply to all messages from this interface itself.
- The beauty of a shared inbox is that it will automatically send your reply to its respective origin. This means that an email will be replied to by an email and a message will be replied to with a message.
- Furthermore, shared inboxes have several other features to make customer communication more efficient and less time-consuming.
- You can directly reply to these messages, forward them to others, manage the messages, organize them and more.
- You can also grant access to other people and departments to carry out some part of the communication through the shared inbox itself.
Why is it Necessary?
Every entrepreneur understands that businesses depend on communication. That is the underlying truth of all commerce across the world and across all history. It is not surprising that the speed of business that the world witnesses today is a direct consequence of the speed of communication. If one can understand this, one would appreciate the innovation that is Shared Inbox.
As a company grows, so does the number of customers and employees. Gradually, the quantity, frequency, and complexity of these communications also increase. To understand how a shared inbox impacts customer service, let’s take a look at the communication process without this software. The complexity of business communication may seem inevitable, but there are ways to manage it.
The usual transaction of messages follows a complex pattern. The process is different for different platforms as well. Let’s see how it works out for some of the most common platforms and you can understand how this process becomes a nightmare for customer support.
Emails:
- Most companies have a different email id for complaints, requests, bookings, marketing, and so on.
- Customers connect with the company’s message inboxes through email ids.
- The majority of these emails are received by the customer service department. but they may pertain to other departments as well.
- At the same time, emails received by other departments are sent to customer service.
- These messages are consolidated by customer service and sent to different departments for response.
- The customer support team gathers replies from all these departments to respond to customers
- They then have to reply to each customer from the specific id where the email was first received.
- This tedious cycle occurs every day and for every message.
- Brand receives messages on social media channels like Facebook, Instagram, Twitter, LinkedIn and so on
- They are also showered with comments and reactions to their social media posts.
- All this communication is usually managed by the marketing department or an external agency.
- The messages are sent to customer service, which coordinates with other departments to gather responses for these messages.
- The gathered data is sent back to the marketing team to post these responses to the customers.
Chat boxes & Direct Messaging:
- Communication on chat boxes and direct messaging apps has all the complications of emails but with the added pressure of instant response.
- Customer support executives are expected to respond almost instantly when communicating on these platforms.
- Though many chat boxes and even a few direct messaging apps allow a certain level of automation, human intervention is invariably required in complicated matters.
Add the complication of managing all these channels at the same time to the above process and you will see why life is difficult for customer communication executives without a shared inbox. They have to reply to emails with emails and messages with messages. They have to keep track of the origin and format of each message and respond accordingly.
These complications warrant a change. Shared inboxes used to be an added luxury before, but have become a necessity today.
Here too, software with the added support of social media integration like Kooyal Onebox, helps make necessary leaps with regards to speed and efficiency for several aspects of business communication.
Imagine your customer support executive going through all the above-mentioned trouble on a daily basis. It would be too much to ask from anyone.
When it comes to Kooyal Onebox or other shared inboxes, the process remains the same, regardless of the channel of communication. It doesn’t matter whether the customer contacts the brand through email, WhatsApp, Facebook, or LinkedIn. The customer service executive only has to use the shared inbox.
- You receive the message in a shared inbox.
- You can share the message with respective departments to draft a response if needed or reply themselves directly.
- Other departments can reply directly to the customer from the shared inbox itself.
- A shared inbox sends the message to its origin.
- That’s it. Done.
This is just the tip of the iceberg. A shared inbox can do wonders for your business and it will give relief to your employees.
Kooyal Onebox allows for additional efficiency with communication management and organization tools. These would allow the entire company to function as a single organism with a single voice which maintains a brand’s integrity in front of the customers.