Support Agents Are Working on the Same Emails
One of the earliest signs that you have outgrown a Shared Email Inbox is when support agents start working on the same emails - essentially responding to a customer at the same time, often with different answers. At Desk.com, we call this “Agent Collision.” Agent Collision indicates that there is a lack of organization and clarity within your support queue.
Unfortunately, if this problem occurs often, it can harm productivity as well as upset customers and agents alike. It’s a good indication that you need a support solution in place that can organizes all incoming cases so that support agents can focus more on providing a great customer experience.