Shared Email Alias

A shared email alias for support teams is usually a “support@companyname.com” or “info@companyname.com” email address into which customers send inquiries. Only 37% of customer service professionals said their company used a shared email alias for customer support. However, 90% of teams using a shared email alias for customer support said email was an effective channel for customer service.

When used correctly, a shared support email alias centralizes all customer communications in one place, creating a streamlined approach to issue triage that reduces the chance that customer inquiries will slip through the cracks. Shared emails can certainly become hard to manage over time. However, this is where a help desk comes into play. A great help desk tool should be able to pull in email and other channels into a central system of record. This way you get a more holistic view of what your customers are dealing with.