10 signs you’ve outgrown a homemade customer service solution

Published January 9, 2014
Last modified June 19, 2020

Most businesses have one thing in common: They start off with limited resources. When it comes time to build out a technological infrastructure, it makes sense that any burgeoning business will choose the path of least resistance. Enter the generic organization email inbox; a one-size-fits-all tool that is used for everything from internal communications to customer service. I’'m guilty of employing it and so are many of you.

So what happens when your organization hits that growth spark? The customer service emails start piling up, your ability to respond diminishes, and fewer of your customers are having their needs met. Maybe this hasn'’t happened to you yet. Or maybe it’'s happening right now.

Not sure if you need to make the upgrade from email to customer service software? Here are 10 signs that you should get started right now:

1. "Someone" manages emails that go to the contact email on your website, but many are falling through the cracks.

2. People call you to ask if you received the email they sent, but you have no idea what they'’re talking about.

3. You lose track of emails when forwarding them to the applicable staff member, and have no idea if anyone has followed up with them.

4. You have no way of knowing if the customer is satisfied with your answer because they are never prompted to follow up with you.

5. You are corresponding with people on Facebook and Twitter by logging into Facebook and Twitter. Like we did. In 2009.

6. You wish you could seamlessly and efficiently move emails out of your inbox and into the general mailbox, but you can'’t.

7. You have multiple forward-facing emails for your different programmatic verticals, but really they all go to the same place.

8. You have no way of letting someone know his or her email has been received other than using an out-of-office response.

9. You have frequently asked questions, but don'’t have a place to put them on your website that’'s easy to find and navigate.

10. You were compelled to read this.

This guest post was written by Kenny Kane, Co-founder and Executive Vice President at Stupid Cancer, a non-profit organization that empowers young adults affected by cancer through innovative and award-winning programs and services.

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