Drag App: Best Tool to Transform Customer Support Workflows

Imagine turning your simple Gmail account into a team workspace, dashboard, CRM, and help desk. With the Drag app, you can do all that and more.

Do you know that 1 in 6 shoppers walk away from a brand due to poor Customer support? It’s high time brands look for ways to transform customer support workflows. 

However, there’s a bottleneck. Many small and medium-sized businesses fail to establish labor-intensive customer support processes within their cubicles. 

Most can’t even afford budget-draining subscriptions of different CRMs, collaboration, and management tools. Products like G Suite or a simple Gmail account is all that some businesses can afford to manage their business.

Read on to explore what Drag app is, how it transforms your Gmail into a workspace, and a step-by-step guide to set up Drag app within your Gmail.

What is Drag app?

Drag is a Gmail native helpdesk tool that recreates your inbox into an all-in-one workspace. The tool works from within your Gmail, converting the static email logs into shareable and collaborative workboards.

You can use the drag-and-drop Kanban boards and shared inboxes to organize and assign tickets (emails), create checklists, log activities, and more.

On top of that, the workboards are loaded with productivity, automation, and collaboration features. Saving your sales team from back and forth between Gmail, CRM, task management tools, and team chat.

The idea is since over 80% of businesses use emails as a primary communication channel with customers. Why not bring the entire setup to your Gmail, rather than juggling multiple apps?

For individuals who have worked with management tools before, Drag won’t be a challenge to learn. In fact, we found its interface pretty clean and easy to navigate.

Key Takeaway

Drag app is an easy-to-use team productivity app that transforms Gmail into a collaborative workspace using Kanban boards and other collaboration features.

Key Features

Drag app boasts several features. Be it for productivity, collaboration, or data-driven decision-making – below are the best features we could find on Drag app.

#1. Unified Inbox

With Drag, you can create shared inboxes or Google groups. These groups allow you to add people from relevant departments so everybody stays updated and on the same page. 

For example, you can create a separate Drag board for the customer support department and onboard your service team. You can then assign them cards (tickets), reply on behalf of them, and chat in real-time. 

To furnish your team with customer data and have all the context around a customer conversation in one place, add custom fields in each card email, contact info, to-do lists, notes, files, and conversation history. 

#2. Collaboration

Drag comes with an internal chat system embedded within your Gmail. You can use it to get updates on tasks, ping team members, or ask help@mention them in your team chat.

On top of that, Drag’s collision detection feature prevents team members from replying to the same email.

#3. Ticket Management

Drag app has simplified ticket management via Kanban boards. Simply drag and drop tickets (emails) into the board to create cards. 

Plus, you can assign tickets to personnel with a click. Ensuring every ticket has a responsible owner makes people liable for their work.

Or, you can set up workflows to automatically assign incoming emails based on keywords, email sender, or email receiver. Later, you can customize cards with tags, labels, colors, and due dates to streamline the ticket management process.

Not to forget the private notes that you can write within cards to communicate internally. Use it to pen down personal views on the task.

#4. Email Templates

It’s not uncommon for customer support departments to deal with monotonous inquiries. Drag allows you to create and save email templates for those replies. Moreover, you can share access with your team, so they can improve metrics like the response time and the First Call Resolution.

#5. Email Tracking

Drag’s email tracking feature is a rare gem. It works like WhatsApp’s blue ticks – know if the receiver viewed your emails in real-time with double ticks.

#6. Automation and Workflows

Drag‘s set-and-forget automation abilities help streamline customer support workflows. It can be used for various use cases, such as:

• Trigger follow-up emails at scheduled dates
• Send bulk emails without compromising personalization
• Automate repetitive tasks and replies

In case of bulk follow-up with multiple customers, Drag automatically inserts custom fields to add unique information to the email receiver, such as First Name, Last Name, and Company. So you don’t need to fill them manually every time.

The below images show how DragApp helps quickly automate customer support workflows.

In this case, When a card is received On the customer support board, If the sender’s email contains @support, Then assign it to [email protected].

#7. Cross-Platform Functionality

Just when you started loving Drag as a Chrome extension, it’s also available as a mobile app. You can download it for iOS and Android devices. With the app, you can:

• View all boards, cards, assignments, and due dates. 
• Add, assign, delete, or move cards across boards
• Change board layouts
• View checklists and notes in read-only mode
• Comment in internal chats
• Reply to emails either as an individual user or via a shared inbox

And most importantly, never miss out on helping customers, no matter where you’re – beaches or mountains.

Download: Chrome extension, iOS app, Android app

#8. Real-Time Analytics

Drag‘s higher-level plans allow you to track analytics and generate reports. You can analyze cards, board activity, leaderboard tabs and compare past and present trends.

If you’re using the free version, you can still access some analytics, like analyzing the number of queries or workload per assignee.

For a better view, you can filter reports according to the board, user, and date.

In the Cards tab, you can view stats on the volume and type of cards your team handles across different boards.

The Board Activity tab shows stats for all actions performed on a particular board, including drag-and-drop, replies, mentions, archives, assignments, and comments.

#9. Integrations

Apart from Gmail, DragApp integrates with Google’s ecosystem, including Google Workspace, Groups, and Calendar. But the app doesn’t restrict you to these. 

Even if you want to integrate a third-party tool, Drag’s integration with Zapier allows you to connect with over 5,000 apps. 

Drag App Pricing

Drag app offers affordable pricing, perfect for small to medium size businesses. You can get started with a 7-day free trial and then choose to purchase a paid plan or continue with Drag’s free plan instead.

How to Set Up DragApp on Gmail?

Drag app has an easy setup with no installation or additional cost. Here’s how you can transform your customer support workflows within minutes.

Step 1: Add Drag App to Gmail

To get started, add the Drag app extension from the Chrome web store. 

Once added in Chrome, you’ll be redirected to Gmail. There, select the Gmail account you wish to associate with the app. 

Next, click the DragApp icon at the right corner to enable it on the selected Gmail account. 

Step 2: Create a Workspace

Click on the ‘ ‘ sign after Drag Boards to create a new board.

You can create a drag board for shared inbox, Google group email, or start with an empty board. In our example, we’ll go with an empty drag board.

Next, add teammates to the board by simply entering their email address.

The board appears on the left sidebar of your Gmail account. Whenever you create a new drag board for a different department, like marketing, you can find them here. 

Step 3: Adding Cards to Board

Drag and drop emails from your inbox to respective boards. Drag app automatically transforms emails into cards.

Once you’re done creating cards, this is what the ultimate Drag board would look like.

You’d wonder how these cards have different tags, colors, and labels – well, we’ve covered it in the next step.

Step 4: Customizing Cards

Select any card on the board and single-click to open the card. At the top toolbar, you can find options to customize the card. For instance, you can:

• Add labels, tags, and colors
• Assign cards to teammates
• Set due dates for tasks
• Send cards to another board
• Add custom fields, including phone number, document ID, currency, etc.

Next, you get options to:

• Add tasks to every card
• Write down private notes
• Oversee activities on the card via the activity log
• Add files or documents to the card

And that’s it! Whenever a ticket is resolved, or all the tasks are completed, simply drag and drop tickets into relevant columns to track progress.

Alternatives to Drag App

#1. Helprace

Helprace offers a tailored ticketing system to streamline your customer support workflows. Using the app, you can transform tickets into workable tasks, create customer personas, automate repetitive processes, generate insights, and more. 

Key Features:

• Delegate or auto-assign tickets to teams with case rules (if-else conditioning). Use auto-ticket routing to assign tickets to the least busy agents automatically.
• The collision detection feature triggers alerts when others view or reply to the same ticket as yours.
• Allows real-time feedback from customers by asking them to rate their satisfaction score after every reply or resolving queries.
• Get editable and auto-populated customer profiles using publicly available data. Use it to centralize customer information, like contact details, satisfaction scores, past conversations, and more.
• Comes with a visual editor, having multiple placeholders to design your workspace. You can enable role-based access to confine who can view/edit what tickets.
• Get ready-to-read reports on your operations and team’s performance. The report comprises important customer service KPIs like resolution time, first response time, happiness score, and more.

Besides, Helprace comes with other handy features like activity logs, tags, spam filters, auto-reply, and more. The tool can also integrate with your website or app using REST APIs.

#2. Front

Front is a customer support and operations platform developed for customer-centric teams. The platform allows you to manage, collaborate, and automate support processes to serve customers quickly and efficiently. 

Key Features:

• Offers omni-channel support. Email, social media, chat—handle all your customer communication in team inboxes.
• Automatically route customer conversations from your channels, ensuring every message gets to the right person.
• Easy-to-use automation that can be configured with changing business or customer needs
• Comment directly on message threads to keep contexts in one place. Every conversation is surrounded by customer history and relevant data, so teams can work behind the scenes to craft better responses faster.
• Real-time email analytics to track and measure response time, SLA adherence, and team performance, so your top-notch service just keeps getting better.
• Save your most-used replies as templates, so you can spend your time personalizing them. 

Over 8,000 teams from top businesses like DropBox, GoDaddy, and HootSuite use Front to enhance productivity and workflows. Besides, the platform offers out-of-the-box integrations with other apps like dialers, CRMs, project management software, and more.

#3. Intercom

Intercom is a powerful customer support software designed to enhance communication between businesses and their customers. The platform is trusted by Fortune 100 companies like Amazon, Meta, Microsoft, and more.

Key Features:

• Real-time, personalized conversations with customers across all your channels — email, WhatsApp, Instagram, and more.
• Over 350 integrations for your favorite CRM, email, ticketing, social channels, reporting tools, and internal databases — making it a painless upgrade to your capabilities.
• Use AI bots to respond to common queries and automate routine tasks. Assists in building a self-service knowledge base for customers to find answers independently. 
• Has a unified inbox facilitating better collaboration, streamlined workflows, and automation from a single-pane-of-glass.
• Gain real-time insights into customer interactions and your team’s impact in enhancing customer support strategies.

With its versatile features, Intercom customer support software is a valuable asset for companies aiming to excel in customer service and support.

Wrapping Up

Drag is the world’s first workspace solution within Gmail. And with its range of features, there’s a high chance your business won’t need subscriptions to different apps. 

Put simply, Drag app can help:

• Manage, track, and resolve support tickets faster
• Centralize customer support operations
• Collaborate with team without leaving Gmail or CCing them
• Automate workflows
• Measure and analyze team’s performance

And much more! Thus, if you are using a Gmail account, you can’t make the most of it without Drag!

Next up, here’s why you should choose Google Workspace for email and collaboration!