What would you measure during a two-week shared inbox trial to decide whether it is worth keeping? Give three concrete success criteria and one reason you would stop the trial.

Jonas Kellerpositive

Lass uns das einmal sauber auseinandernehmen. After two weeks, I’d keep it if: first, median first-response time improves by at least 20% without hurting resolution time or customer satisfaction; second, fewer tickets need manual reassignment or Slack chasing; and third, agents report that ownership and handovers are clearer, backed by fewer duplicate replies and missed follow-ups. I’d compare against the previous two weeks, while accounting for unusually quiet or chaotic days. I’d stop the trial if the shared inbox creates more notification noise and coordination work than it removes—especially if agents start answering the same customer twice. A new interface is not automatically a new process.

Purchase intent: 68%