Evolving From a Shared Email Inbox to a Social Help Desk


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Is it time for you to switch from your current shared email inbox to a social help desk? We want to make the search simple for you. This guide breaks the research down and makes it easy to find the right customer solution that’s right for your business.

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Evolving From a Shared Email Inbox to a Social Help Desk

  1. 1. The Ultimate Guide: Evolving From aShared Email Inbox to a Social HelpDeskIs it time for you to switch from your current shared email inbox to a social help desk?We want to make the search simple for you. This guide breaks the research down andmakes it easy to find the right customer solution that’s right for your business.Kevin Baldacci is a Content Marketer at Desk.comFollow him on Twitter at @kevinbaldacciTo get the most from this guide, take notes. Think about how you can use the ideas, conceptsand strategies shared in these pages. We know you’ll find a lot to think about as you read.• The full economic value of customerservice• Three examples of the chaos theory• The simple, yet powerful functionalitiesand features of a social help desk• How to migrate an emailinbox to a social help deskTable of Contents:1. The problems with a shared customersupport email inbox2. Chaos theory: three examples of howdisorder breeds dissatisfaction3. The right tools: what you need from acloud-based helpdesk solution4. Conclusion and your next steps5. Appendix: Is it time to switch from anemail inbox to a helpdesk application?After reading it, your businessshould understand:
  2. 2. The problems with GmailThe problems with a shared customer support email inboxEmail is an essential communications tool in today’s business world andhas become one of the leading forms of communication for customersupport. In fact, email is just second to the phone when it comes toconsumer preferences about how to contact customer service. 1So, it’s only natural for young companies to set up an email inbox,such as Gmail, to manage customer service requests. In the beginning,sharing this email inbox among your customer support team canbe effective. But as you grow, acquiring more customers and moreemployees, you can have serious problems on your hands.The truth is, it’s impossible to develop an effective process for handlingcustomer support situations and tracking all conversations using anemail inbox. The result is that support tickets fall through the cracksand questions go unanswered. And this can lead to poor customersatisfaction — and ultimately may impact your bottom line.This guide from Desk.com will help you determine if it is timefor your company to evolve from using a shared email inbox,such as Gmail, for customer service to a more effective solution.We’ll also discuss why this switch is so essential to the continuedgrowth of your business. Lastly, we’ll show how a solution likeDesk.com can help you solve issues common to companiescurrently using a shared email inbox for customer service.87%As it currently stands,of all companycommunications arevia email.1Genesys. The Cost of Poor Customer Service: The Economic Impact of the Customer Experience. 2009Forrester Research. The State ofWorkforce Technology Adoption:US Benchmark 2009-2015.
  3. 3. Save me from my email inbox!Desk.com recently surveyed growing companies to learn about their most challenging customer supportissues. Not surprisingly, the challenges of using email to manage customer support consistently topped thelist, for many reasons:“One of us would start[addressing requests] at the topof the email list, and the otherwould start at the bottom andmeet somewhere in the middle.”“We didn’t have any ideahow to track the thingsthat were affectingcustomers most.”“We lack the ability to manage,track and properly documentinbound/outbound customeremail.”“We noticed an uptickin unhappy customerswhose issues had fallenthrough the cracks. ““I found myself staringevery morning at a fieldof sticky notes around theedge of my monitor.”“Email threads andproject management-related communicationare a problem.”Do any of these responses sound familiar to you? These complaints demonstrate the kind of frustration thatgrowing companies experience using a shared email inbox to manage support.But if you think the employees of these companies are frustrated, think about their customers. Droppedemails, unknowledgeable service agents, or repetitive responses due to a lack of internal coordinationcan lead to an unsatisfactory customer experience and that can be detrimental to your business.
  4. 4. Costs of poor customer serviceof customers that received poorcustomer service from a companygot even by spreading the wordabout their bad experience.of consumers are influenced byother consumers’ comments.61%According to astudy by researchfirm Genesys,of customers whoend relationshipstook their businessto a competitor.In today’s competitive marketplace, customer service can be acompany’s secret sauce. What exactly does that look like? Customerswant a more personalized experience, faster response times, and theability to get support on virtually any channel they choose. Theseexpectations are putting a great deal of pressure on small and growingbusinesses.While many companies are keenly aware of the value of excellentcustomer service, they sometimes forget to measure how poor serviceimpacts them. It’s a significant problem. According to a study byresearch firm Genesys, U.S. companies lose an estimated $83 billioneach year due to defections and abandoned purchases as a directresult of a poor experience.2Even worse, businesses not only lose thecustomer’s money but essentially push that customer into the arms ofcompetitor: 61% of customers who end relationships took theirbusiness to a competitor. 3Cost of losing current customersPoor customer service can cause companies to lose even the mostforgiving customers. Loyal customers do business with a companybecause they have developed a relationship and have established acertain level of trust. In manycases, it may have taken thousandsof marketing and sales dollars tobuild this trust. Maintaining thecustomer and brand relationshiptypically falls on the plate ofcustomer service. And just onebad experience can harm arelationship and cost a company.Why is maintaining existingcustomer relationships soimportant? In a nutshell, it ischeaper to provide qualitycustomer service and maintain asolid relationship with an existingcustomer than it is to acquire anew one.2Genesys. The Cost of Poor Customer Service: The Economic Impact of the Customer Experience. 20093Genesys. The Cost of Poor Customer Service: The Economic Impact of the Customer Experience. 2009SOURCE: ClickFoxSOURCE: ClickFox
  5. 5. The Bonobos Ninjas Gain a CompetitiveEdge with Customer ServiceDesk.com: Give us a quickbackground behind your customerservice team and methodologies?Bonobos Ninjas: The goal ofninja customer service is foreveryone we engage with to beso impressed that they share theirstory. We essentially give the ninjasthe power and freedom to solvecustomer issues any way they seefit - there are no rules, regulationsor hoops to jump through. Ninjasare allowed to just get it done.That means easy transactionalinteractions are lightning fast withwinks of personality, and in-depthinteractions reach a smart, generoussolution eloquently. Our goal is tohire individuals that are excellentwriters, can make decisions quicklyand on their own to provide the bestsolution-based customer service outthere – while keeping the interactionpersonable, fun and unique.Desk.com: Were there anyspecific problems that youfaced prior to using a SocialHelp Desk such as Desk.com?Bonobos Ninjas: Our customerservice solution was very low techinitially - it was basically a sharedGoogle inbox. The team would printout the inbox in the morning, andthen manually cross out cases asninjas worked through them. It wasvery manual, very low tech. It workedinitially, but quickly led to a ton ofdropped balls as the company scaled.We then upgraded to an actualcustomer support program that wasessentially a slightly more evolvedshared inbox that allowed for somelimited metrics reporting. However,it was super hard to manage. Weneeded developers to install it, and ifanything went wrong or we wantedto change something we neededdeveloper support. It felt like it wasbuilt in the 90’s - not easy to use.Desk.com: Do you believe Bonobos’reputation for providing excellentcustomer service has given thecompany a competitive edge?Bonobos Ninjas: Absolutely. Thosewho know about our service alreadycome to us with a certain level oftrust that they don’t have with othercompanies. We heard a lot of storiesof friends/coworkers/family telling afirst-timer about our great productand that our excellent service makesshopping online a breeze. Whenthey aren’t aware of our servicereputation, they are surprised andoften let us know about their positiveexperience (proven by our high NetPromoter Score). Customers havetold us how being able to trustthat we’ll take care of them hasturned them into a loyal customer.Bonobos, an online men’s clothing company, has gained a competitive edge due to their exceptionalcustomer service provided by their support team: the Ninjas. Desk.com recently sat down with acouple of ninjas and asked them about the sucess they have seen due to a social help desk.Desk.com: How do you thinkthe Bonobos Ninjas’ overallperformance has benefitedfrom having the tools andresources provided by a SocialHelp Desk, such as Desk.com?Do you think they could performat a similar level without it?Bonobos Ninjas: Given Bonobos’customer centricity, we train allemployees in customer serviceduring their first 2 weeks on thejob. After creating a login for eachemployee, it becomes really simplefor anyone to plug into our customerticket queue and start answeringcases as they come in. Using a socialhelp desk has allowed us to prioritizecases based on how we see fit. Notonly does this help us task-forceprioritized cases accordingly butalso keep track of how we’re doingbased off Desk.com’s reportingfunction. It’s easy to set up filtersand organize cases by priority andalso makes it relatively simple for aninja to take personal responsibilityon a specific case with the assigntool. The time rule function is alsoan excellent way for us to keep trackof cases that are slipping behindour SLA. I don’t believe we’d beable to perform at the efficiency/capacity we currently are without asystem comparable to Desk.com.
  6. 6. The Chaos TheoryIn mathematics, the chaos theory is the principle of how complexsystems can produce widely dynamic outcomes difficult to predict.As your customer base grows and the company becomes morecomplex you can pretty much predict one thing: the ensuingchaos of your customer service will result in major problems.The single biggest problem of using an email inbox is the difficulty ofmanaging an ongoing conversation with a customer. As businessesgrow, this problem becomes ever more obvious. Before you knowit, one of your customer support agents accidentally deletes anemail; a customer receives multiple, conflicting responses; agentsor customers are added or removed from email chains.The chaos of an email inbox can cause a number of complications,resulting in an overall loss of business and customer satisfaction. Thesemay include:Manual updatingof the customer’srecord of tickets orissues in your CRM,if you use one.Loss of customerservice repproductivityand efficiency.Forgotten, lost oraccidentally deletedemails within asingle, crowdedinbox.Multiple responsessent to the samecustomer fromdifferent agents whoshare the sameinbox.An email inbox, and the processes around using it for customer support,are simply not trustworthy. These limitations become more problematicas your business grows. The following examples look at three kindsof “chaos” caused by support using shared email accounts, and whythis dysfunction can mean lost revenue for your business.
  7. 7. Chaos type #1: Overlapping emailsImagine your company is using an email inbox for customer support: you have three agents handling oneshared inbox.Currently you’re swamped with emails and calls due to a confusing new product that just rolled out. Onecustomer, named Jaime (marked in dark purple) sends an email to support@company.com due to a technicalproblem he is having with the new product.After waiting for 25 minutes for a response, Jaime is anxious to resolve the issue and decides to call yourcompany’s support line. As many customer support agents may know, this is a very common occurrenceas Forrester found that 75% of consumers move to another channel when online customer serviceRefresh thepage then goto settingsHave you triedrestarting theprogram?Has anyonerespondedto thiscustomer?fails.5Agent #1 (gray) answersthe call and engages in a longdiscussion on how to repair theerror. In the meantime, Agent #2(green) is answering the originalemail. Agent #3 (light purple)sees the email from Jaime andhas no idea that two other agentsare currently answering thequestion. Now you have threeagents working on one problem.The underlying factor ofthis equation is the lack ofcommunication and transparencyagents have with each other. Inorder for a system like this torun smoothly, agents need toconstantly update each otherabout the opening and closing ofcases. This kind of communicationcan be time-consuming anddecrease productivity. Not onlythat, the lack of organizationand cohesive dialogue is morevulnerable to mistakes.5 Forrester Researcha. 2011 Will Challenge The Status Quo Of eBusiness Online Customer Service. 2011
  8. 8. Chaos type #2: Division of laborOne of the biggest problems of using a shared inbox is that there is no way to easily assign a case to anagent based on priority. When an email first arrives, who’s responsible for handling it?Email inboxes, such as Gmail allow agents to create a priority inbox. Some companies assign one rep tomonitor the priority inbox in order to make sure important requests don’t slip through the cracks. But thisis a temporary fix, and doesn’t solve the problem of triaging and assigning each request as it arrives.Without a system that assigns an owner to support emails based on priority, agent availability and expertise,you can run into the risk of overlapping emails, or even worse, dropped customer queries. You also canfrustrate customers by not assigning their requests to the most knowledgeable agents, or to agents whoknow their accounts personally.How do you know who is workingon the priority emails?Manually assigning emailsto departments becomestedious and emails canfall through the cracks.
  9. 9. Chaos type #3: Delayed responsesIt seems like common sense that email is the slowest option for getting customer support. Yet customers’expectations for a fast response are getting higher all the time. A study by Forrester Research found that41% of customers expect an email response within six hours — but that only 36% of retail companiesresponded within that window, and 14% don’t respond at all.6In today’s social and digital age, companies are closer to their customers than ever before. This is great forbrands, but it also raises the bar for customer service. Customers expect companies to fix their problemsin extremely short periods of time.Delayed response times can happen for a number of reasons:• As discussed previously, teams may not be able to easily assign cases or communicate ownership,which means it’s not always clear who is stepping in to accept and resolve a case.• Lack of access to customer history and records, as well as a knowledge base of answers to commonquestions, means agents have to start from square one with each email request, so they take longerto arrive at answers.• Email doesn’t permit accountability and measurement. There’s no easy way to track how quickly andsatisfactorily agents were able to resolve cases, so it’s difficult to coach for improvement.Manual, constant monitoring all of a company’s different channels, and responding within the expectedperiod of time with knowledgeable, accurate answers, has become nearly impossible for companies ofany size. Small companies with a limited customer base might be able to keep up for a while, but as teamsgrow and customer demands scale, chaos will inevitably ensue.of customers expect an emailresponse within six hours.of retail companies respondedwithin that window.of companies that don’trespond at all.6 Jupiter Research/Forrester Research, 2009.
  10. 10. A Social Help Desk solvesPhotojojo’s Overcrowded InboxDesk.com: Why did you initiallybegin using Gmail as a customersupport tool? Were there anybenefits you initially saw?Laurel: Initially, we used Gmailbecause that’s what we wereusing for our photojojo.com emailaccounts. We had one inbox forcustomer support questions, andit worked great because we got sofew emails that one person couldpretty much handle all of theemails we were receiving.Desk.com: What were someof the specific problems thatyou faced using an email inboxas a customer support tool?Laurel: We found work aroundsfor many of the drawbacks tousing Gmail, and held onto itfor a long time. During our firstunexpectedly busy holiday seasonwe had up to 10 people logginginto our shop inbox! Our volumeof emails grew to the point werewe needed a way for more thanone person to be working onanswering emails at the sametime without stepping on eachother’s metaphorical toes.One other issue that drove usinto our helpdesk search wasour need to better keep trackof our customers. We had soLaurel: Desk solved both ourovercrowded inbox and customertracking problems. We love usingfilters to simplify which emailswe see when they sit down tosupport our customers. We don’thave to weed through otherpeople’s conversations anymore.Setting up rules that sort ourcases by the email addressesthat they’re coming from wecan get a clear picture of ourhistory with them right away.Another benefit is the simpletracking of email volumeand response times. We caneasily track how many emailsare coming and which ofour customer supporters areanswering emails the mostquickly. (Then we ask thoseCSers to share their efficiencytips with the rest of the team).One giant benefit for me (I wasrunning the customer supportteam at the time that we switchedover to Desk.com) is that Deskhas excellent customer supportfor its customers. Any time Ihad a question with the initialset up or just tweaking thingsover time to make our agentportals as useful as possible,I knew I could always find asolution in Desk’s help center, orfrom our pal Jake at Desk, whois always just an email away.many, it was becoming harderto track who had been talkingwith which customers.“Desk solved bothour overcrowdedinbox and customertracking problems.”Desk.com: How did you decideto adopt a customer supportsolution to alleviate theseproblems you were facing?Laurel: When we first wentlooking for a solution to oursingle-inbox-woes we turnedto our pals who deal withcustomer support and got afeel for what other people wereusing. We gathered up a few toprecommendations, made a list offeatures we were hoping to find,compared our top contenders andreached out to them to learn moreabout what they had to offer.Ultimately we landed on Desk.com (called Assistly at the time).Desk.com: What were thekey benefits of turning to asolution such as Desk.com?Laurel Sittig is in charge of making sure Photojojo customers are the happiest customers.However prior to a social help desk, Laurel and Photojojo were handling customer supportwith Gmail and finding it too difficult to scale with their growing customer base.
  11. 11. The right tools: what you needIcons indicate where acustomer inquiry came from.No more asking backand forth whether a casehas been resolved.Assign emails to theappropriate rep ordepartment.No more headaches, just peace and organizationThe key way to tame chaos is with task management. Unfortunately,as we have already discussed, an email inbox’s capabilities aresimply too limited to provide a good task management system. Byswitching your customer support to a cloud-based system, you canseal the cracks that cause chaos among your agents and customers.A social help desk solution like Desk.com collects incoming andoutgoing customer conversations and turns them into cases or“tickets” — neatly organized into a universal inbox. Now, you andyour team have the ability to see who the customer is, whether ornot the case has been resolved, which channel the inquiry camefrom, and who it is assigned to. Rather than sorting through multipleinboxes, customer support can be more productive, with fewerquestions about who the case owner and status of the case.“Desk.comtook customerinteraction toa new level.”
  12. 12. The right tools: what you needEach case isassigned anumber.Add custominformation likethe customer’sname and socialchannels.Add custominformation likethe company name.Include multiplecustomers withina company tab.Build confidence with customer intelligenceCustomers never like to explain themselves twice, and agents don’t liketo be in the dark about a customers history. With a shared email inboxused for customer support, agents have very few resources to keeptrack of customers or previous interactions. Gmail enables third-partyapps such as Rapportive to access contact information right inside yourinbox, but this information is limited and completely divorced fromthe customer’s support issues. Without integration between this dataand past interactions, agents are flying blind and could potentiallywaste time relearning the customer and their previous issues.Fortunately, social help desks provide customer histories as well as pastinteractions, which agents can see as they respond to a customer’sinquiry. This gives agents full confidence — they know who thecustomer is and whether the person is a new, repeat or VIP customer.Agents will have a leg up on providing superior customer service bygetting straight to the heart of the matter rather than wasting time(and the customer’s patience) trying to get to know them.“Across the board,Desk has improvedthe way wecommunicate withour customers.”
  13. 13. The right tools: what you needAutomate manual tasks with business rulesWith a social help desk, customer support agents can blendautomation with human interaction so they’re instantly connectedwith customers. When a customer sends an email, the customerwill immediately receive notification that the request has beenreceived, assuring them they will receive a response quickly.This automated response creates accountability and allows thecustomer to know there is somebody on the other end. Desk.comincludes time-based triggers that automatically escalate unansweredsupport requests, making sure no customers are forgotten. Whena customer support agent replies to the inquiry and the case isconsidered “solved,” a customer receives an email stating that the ticketis closed, and has the option to reopen the ticket later if necessary.Create business rules tospeed up and gain greatcontrol of your support.Set a case’s status, changewho it’s assigned to, alterits priority and much more.“Now we geta lot moredone withless effort.”
  14. 14. The right tools: what you needReach the Holy Grail of customer support... Inbox ZeroOpening an inbox filled with dozens of unread messages can feeloverwhelming. Filters can help. Unlike the filters available withan email inbox, a social help desk comes with defined filters thatreview the progress of incoming and outgoing interactions.Customer service teams can create as many filters as they need andmake them available to individual agents or groups of agents. Teamscan use filters to organize their service and create work "queues" fordifferent teams, status, priorities or specialties. Sample filters mightinclude: Pending Cases, Complete Cases, Today’s Work, VIP Customers.Filters automatically update when emails come in, are updated, orare in use by another agent. You know exactly what you need towork on and can avoid multiple people replying to the same email.With a cloud-based customer support application, you have full accessto your customer support requests anywhere, anytime — even onmobile devices. You’re always connected to your customer, even on thego.Use filters to organize yourservice and create work"queues" for different teamsor specialities. Defaultfilters include: "All Cases,""Pending Cases," "CompletedCases," and "Todays Work."“Desk.com isso good thatI’m thinking offorwarding everysingle email inmy inbox to it.”
  15. 15. The right tools: what you needStop answering repetitive questions with macrosOne of the most tiring and frustrating experiences agents face isanswering the same question over and over again for customers. WithGmail, agents don’t really have much choice but to continue answeringthe same questions. The most efficient way to do so is to create adocument of answers and to copy and paste them into an emailwhenever a repetitive question arises.With a social help desk, agents can use a feature called “macros,” orquick shortcuts to quickly process emails in your queue. Agents canuse macros to contain full scripts written in advance (and that areapproved and consistently updated) with commonly used phrases, oreven just a custom signature for quicker replies.Add as many macros asyou want. Speed throughcases with smart shortcuts.“Desk.com givesus the flexibilityto handle supportour way.”Rely on macros to issue astandard response thatyou use over and over—orto perform several actionsat once. Macros makeagents more productive.
  16. 16. Matt Wigham, CEO of Big Cartel,has something of a developmentbackground. In fact, Big Cartel’scommunity-facing help area wasdesigned and built by him and histeam. He had been looking for abetter way to handle customerservice and support issues, andhad tried a number of supportsystems, but they weren’t quiteright. He found them slow andcumbersome even compared toGmail. Then a few months agohe discovered Desk.com, and arecommendation from friend atSquarespace convinced him thatwas the best route for them.“Getting us from Gmail to adedicated CRM system had beena back burner, pet project of minefor quite a while. I wanted to becertain before we fully committedto a platform. Once we had morethan one person in support,the risk of confusion was justtoo great. We were using Gmailexclusively, and with more thanone person using the same emailaccount, we had been mired ina clunky ‘colored stars’ approachthat just wasn’t efficient.”He also wanted more designcontrol and was alsoimmediately drawnto Desk.com’s easyset up and absenceof forwarding.“It just felt like asmarter way of doingit. We never couldget other supportsystems set upexactly as we wanted,and none of them feltlike the perfect fit.Desk.com was simpleand intuitive. Like ourGmail experience,it worked like anemail client but ina way tailored forsupport requests. Itdidn’t take any time“It just felt like a smarter way of doing it. We never could get other supportsystems set up exactly as we wanted, and none of them felt like theperfect fit.”- Matt Wingham, Big Cartelat all to learn. I signed up for thetrial, kicked the tires, migratedour sister site, Pulley, over tomake sure it was working well,and made the switchover. ”“I’ve been pleased with theability to tie right in. We coulduse Desk.com for exactly thethings we needed, and thenleverage the other areas we’vealready established ourselves.Since we deployed, I’ve beendiscovering more gems aboutthe software. You can tell thereare some like-minded peopledeveloping their system.”Wigham says that the real strengthof Desk.com to Big Cartel is thatthey were “able to use it exactlyas we wanted it to perform.”“It handles tickets smoothly, it’sgreat for multiuser collaboration,and it had great integrationthat we didn’t get elsewhere.I’d say overall that Desk.com’sflexibility and customizabilityare the biggest benefits. We’revery happy with Desk.com, andwe feel confident about addingnew customer agents as we grow.We’re excited about what Desk.com has in mind for the future.”Big Cartel takes customer servicefrom Gmail to a social help desk
  17. 17. Moving to a social help desk“So how do I get started moving to a social help desk?”Moving from an email inbox such as Gmail to a socialhelp desk is an easy process, and the best part is, yourcustomers will hardly know the difference! They willnotice a higher quality of support, faster responses and anoverall better customer service experience — but therewill be no disruption in their communication with you.If you already have a support Gmail account of email addressyou use for customers, there’s no need to change theemail address when using Desk.com. Our system uses yourcompany’s IMAP server to receive emails, but don’t worry- it’s easy to set up. Simply start forwarding all incomingmail to your default Desk.com support email address. YourGmail account or email inbox will feed directly into Desk.com, to tame those overflowing support inboxes. Onceyou’ve configured a mailbox and sent in a test email, you’llsee your first case appear within the agent’s interface.Migrating from Gmail or an email inbox is simple and theresults are amazing. If your organization is having troubleswith problems such as the chaos theory or poor customerservice, there is no excuse not to move to a social help desksuch as Desk.com. Imagine an email inbox that is easy to usewith more functionality that involves hardly any training.“Set up was so easy! Wewere answering incomingemails within an hour.”
  18. 18. ConclusionCustomer service is a vital part of a company’s business. Those that fail to take the necessary steps to providetheir employees with the right tools to provide nothing short of the best customer service may face direconsequences. In fact, great service can lead to greater profits for a company. Unfortunately, a shared emailinbox such as Gmail simply does not have the capacity to handle customer support for growing businesses. Ascustomer bases grow and more employees handle inquiries or cases, an email inbox becomes too clutteredand confusing to provide exceptional service. Fortunately, a social help desk such as Desk.com relieves thestress of case management, lack of efficiency and even goes so much as to improve customer service.Now it’s time for you to begin experiencing the simplicity and power of a social help desk. Desk.comoffers a free 14-day trial where you can have access to all of the great features explained in thisbook. Here are some of the benefits you will have with Desk.com:• Your Gmail accounts can feed directly into Desk.com, to tame overflowing support inboxes• No more customer issues will fall through the cracks with Desk.com’s airtight case management system• Desk.com embraces “whole company support”Our flexible pricing means that everyone in your progressive organization can connect with today’s influentialcustomers and build relationships.Desk.com has an unlimited amount of great resources ranging from more information about our productto thought leadership content. Here are some suggestions:• The Desk.com Library• Desk.com’s Blog• The Social Help Desk Cheat Sheet
  19. 19. Appendix Is it time to switch from an email inbox to a social help desk application? Based on research with our customers, Desk.com has compiled a checklist of decision points thatcan help you determine whether it’s the right time to move to a social help desk. Place a checknext to any of the following criteria that are true for your company. If you check five or moreboxes, you should consider a social help desk solution for your customer support.Customer emails regularly exceed24 hours before they are resolved.You have more than 5 memberson your support team.You frequently have to refer yourcustomers to multiple departmentsand/or agents in order for themto get the right response.Agents sometimes miss customermessages both traditional andsocial channels because they areunable to monitor and track eachemail effectively.Agents have trouble tracking thecustomer emails and customerdetails.Tracking agent performance andemail volume is difficult.Customers are increasinglyexpressing frustration whencontacting your support team.Customers are frequentlycontacting your support teamto resolve their issue.Customers have no methodto solve their own problemsoutside of contacting thesupport agents directly.Agents sometimes or frequentlywork on the same customer issuebecause they are unaware thatanother agent is already handlingthe case.