Support

Customer support is hugely reliant on quickly, reliably, and accurately answering email. This quickly becomes difficult as the volumes become large. Email is not built for teamwork and working around emails limitations can become a big timesink. To avoid this you need an additional tool.

Most importantly you need to know that each email gets handled and which emails you personally need to deal with. These needs can be addressed with a simple system for assigning and categorizing emails. Unfortunately, Outlook’s native features for addressing this are limited and prone to errors while external ticketing systems are unnecessarily complicated and far enough removed from email that it can be a problem to ensure that emails are turned into tickets.

SBX gives you a simple way to assign emails without leaving Outlook’s interface. It is a good choice if you do not need the additional complications that come with an external ticketing system.

One of our customers was able to use Shared Mailbox until their team grew to a point that it became unsustainable without additional tools to help them organize their mailbox. Thereafter, they decided to use an external ticketing system. However, it was problematic to turn emails into tickets as doing it manually was time consuming and prone to mistakes and doing it automatically led to many unnecessary tickets. They were happy to find out about our offering which enabled them to quickly and easily track the essential information they needed about the email.