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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..
6
GMAIL
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 issues
2
Bring 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 responses
3Increase 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 labels
4
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..
5Keep 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 gear
6a. 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)

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Gmail for customer support

  • 1. How to support customers with Gmail
  • 2. *The world outside* It’s a bright Monday morning and mother nature is at her best.
  • 3. Monday morning completely ruined. *and then* You log into your Gmail. You see a slew of unorganised emails pounding your inbox.
  • 4. You realise that it’s high time you optimise your Gmail account. I see..
  • 6. 1Categorise with “stars” Prioritise and tag emails with colour codes and icons.
  • 7. `’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)
  • 8. 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)
  • 9. 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)
  • 10. Bubble critical issues 2 Bring important conversations to the top with priority inbox.
  • 11. Priority inbox in Gmail is the closest thing to SLA. Support helpdesks have SLA policies that tells you which tickets to work on next.
  • 12. Save time with canned responses 3Increase email efficiency with one click bulk response.
  • 13. 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!
  • 14. Support helpdesks have dynamic placeholders in canned responses.
  • 15. Get organised with filters and labels 4 Categorise issues in specific problem buckets. Organize your emails with labels. Archive, star, forward or delete messages and even keep them out of Spam.
  • 17. Undo instead of oops.. 5Keep Calm and Enable ‘Undo Send’
  • 18. Hit ‘send’ by mistake? ‘Undo’ it. Set time limits until when the email should remain unsent.
  • 19. Get the complete Gmail survival gear 6a. Schedule replies, reminders and emails with Boomerang. b. Manage customers inside Gmail with Streak. c. Boost fast resolutions with The Email Game.
  • 20. Customer support through Gmail is no longer a daunting task once you implement these time saving hacks and tips.
  • 21. “Behind every slideshare is a great blog post” Read more about using Gmail for customer support (and not sucking at it)