gmail for customer support

How to support customers with Gmail

*The world outside*

It’s a bright Monday morning and mother nature is at her best.

Monday morning completely ruined.

*and then*

You log into your Gmail.

You see a slew of unorganised emails pounding your inbox.

You realise that it’s high time you optimise your Gmail account.

I see..

6GMAIL Support

Hacks and Tips for

1Categorise with “stars”

Prioritise and tag emails with colour codes and icons.

`’Star’ emails to differentiate them

You can search and pull up relevant emails

using stars.

Different colors can be used for different

priorities.

(high priority issues get a red star, and the least priorities get a blue)

Our Recommendation

Icon Where to use How to search for them

Low priority (Nobody dies) has:blue-star (or |:^ss_sb)

Medium priority (Kind of regular) has:yellow-star (or |:^ss_sy)

High priority (need to fix quickly) has:red-star (or |:^ss_sr)

Rockstar customer has:purple-star (or |:^ss_sp)

Urgent priority has:orange-star (or |:^ss_so)

And some more..

Icon Where to use How to search for them

Expert opinion has:red-bang (or|:^ss_cr)

Bug report has:yellow-bang (or|:^ss_cr)

Problem has:blue-info (or |:^ss_cb)

Waiting on a customer has:orange-guillemet (or |:^ss_co)

Doubts has:purple-question (or |:^ss_cp)

Bubble critical issues2Bring important conversations to the top with priority inbox.

Priority inbox in Gmail is the closest thing to SLA.

Support helpdesks have SLA policies that tells you which tickets to work on next.

Save time with canned responses3

Increase email efficiency with one click bulk response.

Little cans of happiness

Stop typing out the same replies again and again and again..

Save a hell lot of time by enabling ‘canned responses’ in Gmail labs.

It’s Madness!

Support helpdesks have dynamic placeholders in canned responses.

Get organised with filters and labels4

Categorise issues

in specific

problem buckets.Organize your

emails with labels.

Archive, star,

forward or

delete messages

and even keep them

out of Spam.

Like this..

Undo instead of oops..5

Keep Calm and

Enable ‘Undo Send’

Hit ‘send’ by mistake? ‘Undo’ it.

Set time limits until when the email should remain unsent.

Get the complete Gmail survival gear6

a. Schedule replies, reminders and emails with Boomerang.

b. Manage customers inside Gmail with Streak.

c. Boost fast resolutions with The Email Game.

Customer support through Gmail is no

longer a daunting task once you implement

these time saving hacks and tips.

“Behind every slideshare

is a great blog post”

Read more about using Gmail for customer support (and not sucking at it)