One of G Suite’s – a.k.a Google Apps for Work – more controversial tools is Google Groups for Business. While communication is crucial in a business environment and Google Groups sure delivers exceptional performance in that department, there may be other issues. For instance, UI (User’s Interface) that require additional work.
Google Group’s original intention was to provide a platform for business to participate in online discussions. A place where team members were able to share files or create forums and mailing list with other coworkers. This was supposed to be a collaborative site, used for online discussions, nothing more.
For this reason, when a company decides to implement Google Groups to improve communication on a particular division, they ran into many issues. These issues can be very time-consuming to overcome and may affect productivity at several levels.
Google Groups it’s not an email management tool at all, and that’s a problem.
Besides – and this is the big issue – its user interface is one of the unfriendliest places on the internet. It can not be handled like a regular Google application, and it looks entirely different from the rest of them. This brings up a series of inconveniences that we will address later on, but first, let’s see how to use it in G Suite.
How to use Google Groups
As we already mentioned, work teams and company divisions use Google Groups to communicate. For instance, they can send emails to the entire group with one address and share documents. They can even create forums to answer questions about a topic in particular or a product.
First, it’s necessary to have a G Suite account, which should be already created by the organization or department. Once there’s an account created, it should be added to an existing group. Groups can be found by typing its name on the search box.
Google Groups can be either Open or Restricted. The first one does not require approval to access. A restricted group will need support and the owner of the group will decide if the access is granted or not. It’s essential for users to verify if they are located in the organization/company view, not the public one. After this, people can create or participate in that particular Group’s topics.
Google Groups will make it easier to email and share the entire group. Now, this is excellent, except when it comes to managing emails and delegating tasks to particular team members. This can affect the sales or customer service departments. When that happens, Google Group can become rather unfriendly and reduce productivity.
Nevertheless, if you’re planning on using Google Groups for anything else, check out this Google Groups guide.
So, what is wrong with Google Groups?
The main issue for businesses using Google Groups for support, in a nutshell, is its Interface. Here we have some of the most common problems:
Priorities are impossible to establish
In a customer support department, it is crucial to give full attention to all your customers, but sometimes it may be necessary to provide extra care to unhappy or frustrated customers. Well, with Google Groups there’s no way to guarantee that an email from a special customers gets prioritized unless you go and make the announcement in front of the whole floor.
Google Groups interface doesn’t look like any other Google application. It also doesn’t look similar to any other inbox tool used by your team. Using Google Groups means to have your support/sales agents going through a steep and tedious learning curve.
Mixed Up Replies
Google Groups does not provide a way or tool to assign a particular email to a specific team member. It means that a team member may have already replied an email, and the email will look unattended to everybody else. Can you imagine several team members working on the same email?
Many other issues will affect productivity if you decide to use Google Groups. So, what options do you have? Using a different software or tool would be time-consuming not to mention very costly.
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