Customer service with Email Address: how to make it work

By 8th March 2019 February 5th, 2020 No Comments

Although email addresses have been made for simple messaging, customer service is also an option. In this article, you will learn just how.

To start it out, let’s think about what email and customer service have in common. Then, we can see some practices available in the market.

By knowing how people use both technologies, it becomes clearer how you can use them merged together.

Customer service is all about being available. So if you want customers to reach you easily, give them all means to do it. So let’s start out with some of the best practices to make it work:

Start with everything that doesn’t need email right away

Email is great but even better for your customers is to find what they need instantly. When you’re working on something, you want to keep it going uninterruptedly.

One way to do that is by adding a FAQ page for your company. You might already use this one, but don’t take it for granted just because it’s too simple. FAQ require some research on your users in order to understand what are their biggest struggles.

In order to create a fulfilling FAQ page, here are some tips:

  • A FAQ page should be easily scannable, so create a titles hierarchy;
  • Make a list of possible questions and write brief — but assertive — answers;
  • Make sure you’re using your customers’ language;
  • Think about the usual issues users can have in your software;
  • Add a search feature to this page;
  • Always update. Questions change from time to time, and as your software evolves, so will the questions about it.

If you want to provide the best service, have someone on it

Nothing happens by itself. If you really want to make your support to work properly, you must have someone in your team able to work with it all the time. Even if this person has other activities, they should know that supporting clients is a true priority.

Even if your service is great, a bad support can kill everything for you, so let’s leave those churns behind and grow to a next level. Especially when it comes to customer service for SaaS. Because your service is a software, customers will expect you to be available online most of the time.

By doing so, you’re focusing on your clients issues. Don’t ever think that they will always be able to solve their questions by themselves, so make sure someone is always available to answer.

Also, always try your best to listen to your customers. When users feel welcome to collaborate, they will embrace your software and make it their as well. So don’t close this door, and always make room for listening to feedback.

In fact, when you hear your clients, you create opportunities. You become able to turn problems into good relationships for your business — that is the true magic of customer support.

Email: keeping customer service centralized

For many people, when they think about customer service, they think about softwares that make it work. It can be a Helpdesk software, or maybe even a CRM, but not many people think about email.

So let’s talk a little bit about some points of these dedicated softwares that many people just don’t talk about.

At your company’s end, it adds more:

  • Logins and passwords to remember
  • Softwares to manage
  • Training to do
  • Complexities to understand
  • Time consumed in order to switch apps and get things done

At your customers’ end:

  • Communication has more chances to get noise
  • Depending on the tool, their device might not be compatible
  • They may never get an answer to their issue
  • They may wait longer for an answer

Also, since most of your emails are tasks to be done, we figured out that if you use your inbox as a visual workflow in which your messages go progressively through, it would save you tons of time. Did you know the average person spends 6.3 hours per day in their email? And yet, email is not productive, not collaborative and not an all-in-one place to do the tasks you need to. Let’s be honest, email as we currently know is broken.

Drag aims to start a new era of email, breaking the wheel and turning your inbox into something new and exciting again, once you can properly visualize your inbox, there is no turning back.


By centralizing your team’s work in a single place, your processes get quicker, and consequently, your customers get happier and your company sell more. We truly believe that current solutions don’t solve the problem as well as it can be solved, so we’re introducing Drag as a disruptive tool, working straight from your Gmail inbox as a collaborative and visual tool.

Using extensions to boost your email performance and usability will not only make your work routine better, but it is also much more affordable than investing in a huge and complex platform. You should ever consider pricing, adaptation and usability when investing on any kind of business software. 


Learn more about the benefits in Shared inboxes. Download Drag’s “The Ultimate Guide to Transform your Business with Shared Inboxes”. We did it to create awareness in companies in what concerns increasing productivity by using online tools. Click on the button below:

Learn how to Transform your Business with Shared Inboxes by downloading our Ebook!

About Drag

Drag is a shared inbox, inside Gmail, for teams to manage emails, tasks, helpdesk and more from one single place. Try Drag for free.

Samantha Anacleto

Author Samantha Anacleto

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