Hi there,
We are a service business with some 500 customers and email is the way we communicate. Some of our team get 50 emails per day and multiple phone calls about client projects. Our team spend many hours reading and replying to emails using their gmail accounts on laptops and mobile phones. For each project there is a dedicated project manager on our team that manages the project.
Often the questions clients ask are the same. If we had a knowledge base for clients to find answers to FAQ then we would get less emails.
Also, we are getting emails out of business hours so we are thinking about how we can auto reply to clients saying "unless this is urgent we will reply tomorrow" but someone still has to check the emails to see if it's actually urgent. If we had a central location for all emails then maybe we can spread the load and have multiple people replying to clients but it looks like the emails came from the project manager.
It seems Zoho desk could help us but I'm concerned that creating a ticket for every email and then my team having to remember to close everything might just be adding to their workload and not reducing it.
Do companies that have a lot of email communications use Zoho Desk to manage this?