5 ways to improve your customer support with contact management in Trello
Unlock your customer service potential with Email for Trello! We take a closer look at how strategic contact management can help your support team provide better service.
Make contact management in Trello your ticket to great customer service! In this article, we take a look at:
What contact management is, and why it’s important for great customer service
How to manage your contacts in Trello with the Email for Trello Power-Up
5 ways to improve your customer support using Email for Trello’s CRM (contact relationship management) features
Let’s dive in!
Why is managing contacts important for customer service?
Managing your contacts effectively is an important part of customer service across all industries! With a comprehensive database in place, support teams can offer personalized service, track interactions, and ensure timely responses.
A strategic approach to contact management enhances customer satisfaction and helps teams adapt more effectively to their customers’ needs.
What is contact management?
In short, contact management is the organization and maintenance of customer information. Great contact management is the backbone of great customer service – so it’s important to have the right tools for the job.
💡 Great customer service is an important growth driver for many small and medium-sized businesses. Learn more about the benefits of CRM software for small businesses.
How to manage your email contacts with Email for Trello
The Email for Trello Power-Up makes it possible to connect a shared email address to your Trello board, so that you can manage your contacts, emails and tasks – all in one place! Our advanced CRM features help customer service teams to:
Keep accurate records. Customer support teams can maintain a comprehensive database of contacts, notes and email conversations.
Stay accountable. Everyone has complete transparency, which ultimately improves customer service by encouraging timely responses to incoming emails.
Collaborate in real time. Greater visibility also makes it much easier to collaborate with team members, prioritize tasks and allocate resources.
Find out more about managing your help desk with Email for Trello.
5 ways to improve your customer support in Trello
Let’s take a closer look at how contact management works in Email for Trello, so that your customer service team can get the most out of our powerful CRM features.
1. Keep your finger on the pulse with the activity feed
The Email for Trello activity feed makes all your emails, contacts and tasks visible at a glance. This can help customer service teams to:
Spot bottlenecks quickly. With all the information your team needs readily available, it’s easy for support agents to spot any hold-ups with open help tickets – and jump in to assist colleagues to clear the backlog.
Triage tasks effectively. When assessing the urgency of tasks, team members can easily see which contact or organization has made the request, and give appropriate preference to priority clients. For more information about triaging tasks, see how to set up a triage board in Trello.
By consolidating all your Trello information in one place, your team can easily review activity across all boards, contacts, notes and emails
Learn more about how to streamline your help desk workflow with the activity feed.
💡 Did you know? Our dark mode release means that you can enjoy the Email for Trello CRM dashboard in the same theme as your board.
2. Discover new business insights
The overview provided by the activity feed is not only a powerful tool for customer service teams looking to improve their response times and react quickly to real-time change. It’s also a really valuable way to discover new business insights, so that you can take proactive steps to optimize your help desk workflow and improve customer support.
Monitor service levels. The ability to view team, contact and email activity across accounts can help you to see what’s being done – and plan for how to improve.
Make data-driven decisions. The activity view can help you spot trends and notice areas for improvement. Using this knowledge, you can apply your insights for better team communication, customer support provision and task management.
Use the contact overview to see how long it took to resolve a specific query – and plan to improve your support communication accordingly
3. Save time with contact import (and export)
Manual data entry can be a real time-suck for busy customer support teams! Take advantage of Email for Trello’s easy import functionality so that you can:
Save team time. Importing contacts in bulk saves valuable time – and makes migrating your support inbox into Trello that much easier!
Ensure accuracy. Batch uploading contacts eliminates typos associated with manual uploads. Plus, we automatically take care of any duplicates!
💡 TIP Need to upload contacts to Trello? We’ve made it easy for you with this downloadable CSV template.
If you need to share contacts with external collaborators, or simply do a data backup, you can also export your contacts in just a few clicks. Learn more about contact import and export on the Email for Trello blog.
4. Keep your contacts organized with groups
Email for Trello makes it possible to group contacts by organization for better ease of reference. This is especially useful if your support team provides service across multiple clients or companies:
Keep contacts organized. Organization groups give you a better overview of your contacts, allowing you to see all correspondents associated with a single organization at a glance. Plus, we automatically assign new and existing contacts to the correct organization based on their email address!
Improve knowledge sharing. Team members can see all conversations in the context of a single organization, making it easy to stay up to date and keep track of the bigger picture.
💡 TIP After you’ve imported a contact list, Email for Trello recognizes similar email addresses and automatically groups them by organization.
5. Make record-keeping easier with custom notes
Custom notes are great for organizing extra details relevant to your contacts. For example, your customer support agents might want to add custom notes for customer preferences, specific requests, or even reminders for other team members. This can help to:
Make record-keeping easier. Keeping notes maintains a record of past interactions and observations, which can offer useful historical context and inform future decision making.
Improve team communication. Shared insights and updates make it easier to collaborate with colleagues, because everyone is working from the same set of information.
Time-stamped contact notes are visible alongside emails and comments in the activity feed
Learn more about adding custom notes to your contacts in Trello.
Transform your support desk with Email for Trello’s contact management features
Transform your customer support with efficient contact management in Email for Trello! Make the most of our powerful CRM features to ensure accuracy, foster accountability, and improve collaboration – so that you can provide top-notch customer service.
