How to use Gmail for Customer Support in your team

By 17th May 2019 June 26th, 2019 No Comments

If you got to this article, you probably know that Gmail for Customer Support isn’t a very common practice. It basically happens because in the beginning it wasn’t built for it, so people started looking specific software.

The thing is nowadays with many technologies, Gmail is able to work with Customer Support/ Helpdesk ticketing. All you need to know is how to make it work on your team.

Customer support is necessary for every company. Manage its relationship is essential if you want to provide the best service available in the market and make your customers loyal to your brand. The software used to manage customer relationship varies from company to company. Some prefer using basic but efficient tools, such as personalized spreadsheets, others really need to invest in a Customer Support software or extension. But we can agree that both have the same aim: to solve customers’ issues and boost their performance. 

Specific software might be good for big companies. On the other hand, when you don’t have a big team, it’s not always a good idea to invest money in very expensive software that you just won’t use a lot. In this case, Gmail comes in very handy. It’s probably a software your company already uses for email, and all you need to do is a small 5-second adjustment.

Now let us see how you can use Gmail in order to make it work:

Gmail + Customer Support: a must have for your team

As you must probably know, emails can consume a lot of our productive time. If not managed properly, we can find ourselves leaving aside crucial activities on our work routine if we don’t delegate and share our tasks. So we need to find a balance and use extensions that will help us optimize our work routine.

Customer support isn’t different, so by centralizing it into one single place your team already uses — their inbox —, workflows faster, and with the right tools, no one gets lost.

This is why we’ve created Drag.

The Customer Support feature on Drag is very simple, your emails become cards, so you can drag and drop as your support progresses.

You can add labels to your cards, so every task belongs somewhere. Here are some other features you can add to your cards:

    • Responsible person on the team;
    • Descriptions;
    • Status;
    • Due date;
    • Checklists;
    • Notes;
    • Progress bar.

These features work seamlessly together so you can have a clear understanding of the process. The Kanban view is also very handy, so you can focus on the list that makes more sense to you, minimizing distractions.

Setting up shared inboxes in Gmail for Customer Support

This is as easy as creating an email. You need, of course, to have a Gmail account. After installing DragApp extension (available only for Gmail), all you need to do is: 

  • Switch the Drag App button;
  • Click on “Manage Boards”;
  • Then Add your shared board;
  • And Invite your team to the board.

That’s it.

Also, here are some tips on how to improve your Customer Support:

Track down in which step each customer is in

One of the worst things you can ever do to a customer is to mistake them by somebody else, or provide some information they already have. In order to make communication crystal clear, you must make sure you know everything your customer has done.

By tracking down calls, messages and other interactions, you gain leverage in the communication, making it easier to understand what this customer already knows and what is still a doubt. This kind of practice is very common in the Customer Support market and only depends on some software.

If you’re starting out, it may not be a good idea to go straight with big platforms. They’re good, indeed, but the time they demand to learn every specific tool can be a true pain for you and your team.

Some other options, on the other hand, create simple and easy-to-use interfaces. Drag works from inside your email inbox, turning it into a collaborative space, in which you can transform emails into cards. By doing so, your team gains a centralized space in which you can all work together and become customer support masters.

Keep it simple and summarized

For people inside the company, it’s quite easy to use technical language. Keep in mind that your customers live in another universe, and may not be familiar with some slangs and terms. By keeping it simpler, you’re actually becoming friendlier with your clients.

Another important aspect is to keep it short. Don’t over explain when you’re contacting for customer support. Usually, people only need the actual answer, and nothing else.

If you truly think it important to say something else, consider sending a follow-up email with tips.


Customer Support is something companies need nowadays in order to make their customers more loyal and satisfied with their product/service. Making this service easier will only make everyone happier.

Many practices have been polished for a very long time by lots of different professionals. By paying attention to these practices, you’re really listening to what those people have struggled to learn one day.

Remember: valuable and constructive feedbacks are important for you company development. We are all likely to receive feedback at any moment, so we need to be prepared and provide a safe place where people can feel free and allowed to expose their opinions. 

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.


Author Drag

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