csdeskCustomer service email, by Alpine
Customer email isn't company email.
When info@ lands in everyone's inbox, nobody owns it. csdesk turns every customer email into a case with an owner, a status and a full history, so your team knows who's answering and nothing waits days for a reply.
Sound familiar?
- Monday. A customer writes to info@. It reaches three inboxes, and each person assumes someone else will answer.
- Tuesday. Someone forwards it to the person who usually handles it. They're on vacation.
- Friday. The customer writes again, more frustrated, and copies the owner.
Forwards, aliases and distribution lists move mail around, but they don't track it. Nobody can say who owns a request, whether anyone replied, or where the history went when someone changed roles.
Two kinds of email, two kinds of tool
Company email
Correspondence between people.
- Belongs to the person it's addressed to
- Follow-up depends on each person's habits
- Leaves with them when they move on
Customer-service email
Requests that belong to the team.
- One address, such as support@yourcompany.com, that customers can always use
- Every request has an owner, a status and a resolution
- The history stays with the customer, whoever answers next
What csdesk gives your team
One queue for every address
Support@, info@ and the rest arrive in one shared inbox. Assign an owner, tag, snooze and close, and everyone sees who's replying, so nobody answers twice.
Handoffs that don't drop
Vacations, escalations and promised callbacks are where requests get lost. Reassign in a click, add an internal note, and the next person sees everything.
Due dates
Every conversation can carry a deadline, suggested from what the customer asked for, so promises don't slip quietly.
The whole customer
Each customer has a profile with their full history, plus their texts and voicemails beside their email, in one thread.
AI help, a person sends
Summaries, next steps and suggested replies in your voice. Nothing goes out on its own: someone on your team reads it and presses Send.
Kept apart, kept yours
Your team signs in with the Google or Microsoft account they already use. Each company's mail and customers are stored completely separately from every other's.
Your addresses, set up by Alpine
Customers keep writing to the address they already know. Alpine connects your domain, sets up its mail records, and checks that every address delivers before you rely on it. There's no new address for customers to learn.
When you don't need it yet
If one person answers a few emails a week, a shared mailbox is fine. csdesk earns its place when several people share requests, issues get escalated or handed off, customers expect reliable follow-up, or you want to see volume and response times.
Has your service email outgrown forwards and aliases?
Alpine runs its own customer service on csdesk. We're bringing client teams on a few at a time.