Matt Vaadi explains why businesses should route client emails through a ticketing system like Zendesk instead of direct employee inboxes. A centralized system reduces response times, distributes work to available agents, and prevents bottlenecks when someone leaves or gets busy.
Don't be scared of the support emails, people. But I mean, it's so easy to roll out a Zendesk or any customer support system and get this data. You know, we started with a support@guru.co email address before we had a support team. And, you know, customers say, oh geez, I really like email at matt@guru.co. Why would I— you know, it's like, look, you've ever been in a restaurant, the person that takes the ticket and matches it to the dish of food and gives it to the server. That's what happens inside of our support system where it's like, hey, we want to make sure if your server is busy, we want to give it to the person who can handle it right away. So that you get the answer and you don't have to wait. But if you email matt@guru.co, you might wait 6 hours because I'm in meetings or whatever. We want to get you the answer straight away. So don't be scared of the support emails, people. That's one lesson inside of there because you have to envision scale. And at scale, you can't be having your clients email Joe at, you know, Joe'sPayroll.com because Joe leaves or Joe becomes the owner and he wants to delegate and elevate. He's never going to have the ability because everybody's so dependent on him. So set those expectations early.
