Manage customer service for Customer Support

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hi my name is michelle i am the owner of inspired room which is a candle home decor and gifts business i started my business in october of 2021 and um i've been a i've been a corporate accountant for 15 years now and i've learned so many different jewels along the way and so i want to share this because i think these are things that we learn in the really big corporations that create so much efficiency and why not small businesses have those same tools and have the wherewithal to do it so today's video is going to be about creating google workspace groups i created a video about google workspace alternate emails so i want to distinguish the two here alternate emails are alias emails that are created within a user account so to access the emails that are sent to those alternate emails you have to log into that user account these are you know depending on your privacy concerns these emails are not those user accounts are not intended for sharing information or people looking into things then alternate emails is not a good option if there's a privacy concern of what content is in that user account google workspace groups however on the other hand you can create an alias and a a collaborate a collaborative team using google workspace groups where you can have you can add several different users in your org and make them members of the group and that way you can manage all of the posts that come to that particular group and you don't they do not need to log into a specific user account they just use their own so i hope that makes sense so now i'm going to show you how to use this this is like so awesome and i will sing google workspace praises all day long i freaking love it all right so groups i already have my two users let me go back um i created my two users in my previous video i only had one yeah i went ahead and created two um so that you could um see how this works all right i'm not going to show you guys how to do that adding users is pretty self-explanatory all right groups so i'm going to create a group and i'm going to call this group i don't know what was going on there um and so emails from customers needing support and i'm going to call this support at inspired marketing and i am going to be the owner of this group so we're going to click next and i am going to now set my roles to be custom so i don't want the entire organization to contact the owner which is tested inspired marketing because this is for customer service specifically so i don't want the entire organization in on this but the entire organization can post to the group um and but i don't want the entire organization to view conversations as well because there's some privacy here but i do want external partners to be able to publish to this group so our external would be our customers in this case all right scrolling down since this is a private group only invited users can join if you want to allow members outside of your organization turn this on and specify who those people are okay all right so let's go ahead and create a group here this is an internal private group that we're creating and let me just make sure that i've got everything there all right so we are what i'm going to do now let's see if i can do this quickly here and it's not going to give me any problems i'm gonna add my other group member here oh my god google has been doing this to me and let me see if i can edit settings and then come back and deal with that it's like insane um all right so look google is just losing its mind it's just not working all right so this is everything i set up before i want to make this a collaborative inbox so that we can see all the threads and things in one place so i'm going to make it collaborative who can see this group organization members invited users only can join who can view the conversations or group members who can post anyone on the web because i want for those customers to be able to post to this if i don't have this checked or at this setting then our customers won't be able to post to the group so who can view members group members that was all set before member privacy so who can contact group owners group members can find who can view member email addresses then i'm just going to say group members and then posting policies so we're going to allow email posting so anything that comes in from email we'll post here anything from the web we'll post here conversation history has to be on for collaborative so it's just required who can reply privately to authors i'm going to say group members can who can attach files anyone on the web because we want our customers to be able to attach pictures of whatever issue they're having so we want to make sure who can moderate content so i'm gonna say group managers can do it you know um and we don't need to do anything here the default sender address is going to be group address so when someone in the groups respond to um an email or a post from from someone who's posting inside the group i want that email response to come from support inspiredmarketing.com instead of their own email address um moderation we're not going to moderate this um we're not going to have restrictions for new members we're not going to modify spam and message handling we want to post suspicious messages to the group because we don't want gmail to filter out and a mess a customer's message does not come through because that would suck and they would be upset and they'll be all over twitter you know saying how about our customer services all right next when this email when someone posts to the group how i want that email to look when it arrives in the in the inboxes i wanted to have the prefix of support so that you know just visually when you see this you're gonna be like oh someone emailed support ad or someone posted to support inspiredmarketing.com i need to check this email footer i'm just gonna make a standard i'm gonna say customer service ah and i'm gonna say inspired marketing come on now do i have insert on because it is okay um and then the other thing is stubby right so this is going to be the custom footer when someone is responding to a post right so if it happens to be a customer this is the footer that they're going to see in the email so auto replies i want to have an auto reply to members outside the organization so i'm going to say thank you for contacting us we will respond within 24 hours to address your concerns right and i'm just going to say customer service team all right and then same replies to group close to cinder chooses the recipient we don't want that we wanted to post to all group members all right conversation mode is on member moderation i want to leave that to well i'll leave it to group managers because we gave them the ability to to modify members of the group so we're going to save those changes and hopefully google has gotten it together and i can add a member because my gosh so it's still it's still struggling guys it's still struggling and it won't let me be great like why you know let me see here let's see if i thought if i typed it all the way out it's just like insane i'm telling you guys it's insane let me go to the user and see if i can do it that way it's just i'm like my god um so i'm gonna add let's see if i can add them to the group what is going on i'm telling you guys that google is absolutely insane because and i when i test this off camera of course it works so i'm just like baffled the first video that i created at work there we go you see how crazy this is but anyway i still love google workspace let's not let's not do that um what is going on i'm telling you like it's insane so i'm going to cut the video can't add one to follow remember it cannot be added because it is already a group member i don't know it's trying my patience but anyway let's i'm gonna show you how this works and show you how it looks okay so i am about to send an email from my um for my business to support inspiredmarketing.com and i'm going to say that this is you know i don't know order um five six six six did not arrive right so i'm gonna send that to support at mymarketing.com so that email has gone out i'm gonna refresh here um let's see here google okay there it is finally so this is the email that i sent and you can see here that it went to support inspiredmarketing.com which is great then when i reply um you see that it's coming from support inspiredmarketing.com so um we're gonna say i'm sorry to hear that um we will ship out a replacement tomorrow oh replays met okay so i'm going to send that all right and let me just close this so what i'm going to do too is i'm going to go over to general counsel because this is the other group member right and you see that here is that thread it shows up as a conversation view in their box but you can see here that they received that same um email from the customer that order you know order number 5666 did not arrive and they can see that i reply to this i'm sorry to hear that we will ship out a replacement tomorrow you can create a label too and filter these emails to a box if you need to and then also too i want to show you something here too is that google has groups so if you are in the customer service group you can always come here and you'll see that's going to organize it by the subject line here or the post so you'll be able to see um you'll be able to see who actually um i'm sorry but you'll be able to see the thread on this and honestly too what you can also ask your team members to do is you can ask them to put their names and you can also remove that setting to do a custom footer on this but this is how it would look so it's really great again like i said managing the conversations um and i'll show you i'm going to send another one guys because i just want to show you how great this is and how it's going to organize all your kind of customer service things that come in so i'm going to say i loved my candle please make more so i'm going to send that we're going to give it a little time trying to give it a little time a little time and there it is so you see how that's organized just beautiful so you can come in and if you have people on your team who are responsible for customer service you as the primary user or owner of this group can go in and make sure that people are responding and doing what they need to do so now you see it here too it's here it arrived in their email box it arrived in this person's email box so again these are different users this is test at inspired marketing this is general counsel at inspire marketing and then we have the actual group which again all you need to do is go here click on groups and it will automatically filter to who i mean to which groups you're in and then you can click in and see the status okay so i hope this helps i think this is awesome i hope you do if you like it please give me a like please shout out in the comments if you like this video until next time be safe and have a wonderful day